International Travel Assistance Coordinator

-
6th of October, GizaPosted 3 months ago

22Applicants for4 open positions

Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

Key Responsibilities

Answer email inquiries: connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information educating the customer on total services available.
Coordinate services for customers who have encountered non-medical travel emergencies (Ex: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage etc.)
Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested.
Initiate cases for customers experiencing medical emergencies while traveling away from home.
Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.
Respond to claims inquiries from customers (members, clients or providers).
Escalate customer concerns/issues to Sr. Assistance Coordinator and/or Team Leader for resolution if all other means of satisfying the customer have been exhausted.
Provide language support for international travelers both written and oral (may require fluency in a second language.
May perform other duties as assigned.

We are looking for a candidate who has:

The ability to be responsive and empathetic to the needs of others and offer effective solutions.
The ability to communicate professionally, employing excellent listening skills.
The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
A positive and can-do approach to all tasks.
The ability to work calmly under pressure.
The ability to fulfil the requirements of being on 7-day rosta.
English proficiency is a MUST. Foreign language skills are not required but are an advantage.
Previous experience in customer services, ideally in travel industry or in medical assistance
Night shift is a MUST