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Job Description
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.
Job Requirements
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
