Answer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Some calls will be of a crisis nature.
Provide information on products and services and gather information on customer's specific needs.
Coordinate a solution for the customer by involving and directing internal and external specialists.
Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required.
Initiating outbound calls to customers, Service Providers, and Partners to obtain necessary information for the successful resolution of inquiries.
Maintaining a high level of responsiveness and efficiency in reaching a resolution that meets the customer’s expectations in a reasonable time frame.