International Operations Specialist (Customer Service)

About the Company

International SOS is pioneer and leader in International Health and Security Risk Management.

Founded in 1985, the International SOS Group has been saving lives for 40 years. Headquartered in London and Singapore, we are trusted by over 9,000 organisations, including the majority of the Fortune Global 500, mid-size enterprises, governments and educational institutions. Nearly 13,000 multicultural experts in security, medical, logistics, and digital experts provide 24/7 support and assistance from over 1,200 locations across 90 countries, speaking over 110 languages.

About the Role

The International Operations Specialist is responsible for the delivery of high-quality medical and travel assistance services to our clients, customers, and corporate members.

You will respond to inbound and outbound calls, emails and live chat from members travelling domestically within their home country or internationally, assisting with their healthcare, travel and security needs.

If you enjoy helping people, have excellent communication skills, and thrive in a fast-paced environment, send in your application today.

Key Responsibilities

• 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.
• Provide operations and logistic 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.
• 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.
• 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

About You

• At least 1-2 years of relevant in a customer service role
• Experience working in logistics, travel and/or healthcare sector is desirable
• Passionate about helping people with a naturally empathetic approach
• Attention to detail with a commitment to adherence to policies and procedures including data protection
• Solution oriented, ability to work well under pressure with a collaborative approach in a demanding environment
• Flexibility to work as part of a rotating roster without restrictions
• Excellent written and spoken English language

What we offer

• Comprehensive 12-16 weeks induction group training, a mix of classroom and on the job training, buddy system and mentoring.
• Supportive, collaborative & friendly team culture
• Structured remuneration and progression program, enabling you to grow your career within a global organization
• Collaboration with colleagues from other assistance centres located in each region to gain an international perspective and understanding on world topics and issues
• Exposure to the latest global medical and security updates and trends

Working Hours

• 13 hour shifts
• Between 7am to 9 pm
• 15 -16 working shift per month
• Shift are ideally 2 days on, 2 days off or 3 days on, 3 days off
• 100% work from office, no hybrid or WFH option
• No night shift, required to work on weekends and public holiday