International Operations Specialist

About the Role

The International Operations Specialist is tasked with delivering exceptional medical and travel assistance services to clients, customers, and corporate members. This involves responding to inbound and outbound communications, such as calls, emails, and live chats, from members traveling either domestically within their country or internationally. The role focuses on supporting their healthcare, travel, and security requirements.

Key Responsibilities

• Respond promptly and professionally to all assistance requests, ensuring continuity of service with a "Assist First, Verify Later" approach.
• Provide expertise in operations and logistics to address assistance requests collaboratively with medical and security teams.
• Maintain a professional, positive, and caring demeanor to exceed client and subscriber expectations.
• Manage assigned cases responsibly and urgently, proactively overcoming obstacles to achieve optimal outcomes.
• Handle a workload of cases per shift, ensuring clear communication and proper handover of case details.

Candidate Profile

• Possesses 1-2 years experience in a customer service capacity.
• Experience in logistics, travel, and/or healthcare industries is advantageous.
• Demonstrates genuine empathy and passion for assisting others.
• Attentive to detail and committed to following policies, including data protection.
• Solution-focused, able to perform well under pressure with a team-oriented mindset in demanding environments.
• Flexible to work rotating shifts without restrictions.
• Proficient in written and spoken English.

Benefits

• Comprehensive induction training lasting 12 to 16 weeks, combining classroom learning, practical on-the-job training, buddy support, and mentoring.
• A supportive and collaborative team environment with a friendly culture.
• A clear remuneration structure and career progression opportunities within a global organization.
• Interaction with colleagues from different global assistance centers, providing international exposure and insights on global topics and updates.
• Access to current global medical and security information and trends.

Working Hours and Conditions

• Shifts lasting 13 hours, scheduled between 7 AM and 8 PM.
• About 15 working shifts per month with 15 days off.
• Shift patterns typically include either two days on followed by two days off, or three days on followed by three days off.
• Work is fully onsite from the office, with no options for remote or hybrid work.
• No night shifts, though weekend and public holiday work is required.