Specialist Operations International
Posted on :
16-09-2024
Employer Active
1 Vacancy
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Job Description
- Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
- Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
- Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
- Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
- Document all matters relating to these requests using the telecommunication and computer systems made available by the organization.
- Plan and coordinate the full range services for clients, utilizing the internal resources of International SOS and external correspondents where necessary.
- Reliably escalate cases and requests where required by company protocols.
- Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
- Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures.
- Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
- Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
- Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognize and escalate any opportunities for cost containment.
- Ensure that cases are correctly prepared for hand-over to the billing department.
- Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.
Employment Type
Full Time
Department / Functional Area
Key Skills
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