Company Description

International SOS is the world\xe2\x80\x99s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO\xe2\x80\x99s and governments around the world.



To provide an empathetic and efficient delivery of assistance services to our members, end users and clients.

Roles and Responsibilities:

• Manage cases in line with the key directive of Assist First, Verify Later
• Demonstrate a \xe2\x80\x9ccan do\xe2\x80\x9d and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
• Demonstrate an understanding of all key clients\xe2\x80\x99 Operations and Billings Procedures
• Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures
• Manage cases in line with the key directive of Assist First, Verify Later
• Manage cases with a view to moving them forward in the best interests of the member and client.
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centers in the provision of assistance to members and clients.
• To be the first point of contact for members, end users, clients, service providers and colleagues
• Ensure incoming calls are answered promptly, appropriately and courteously.
• Ensure inbound requests are handled in timely efficient manner.
• To manage an allocated load of cases within the shift and ensure that it is communicated

appropriately and efficiently in the transmission handover.

• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
• Escalate cases and requests as per company protocols.
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
• Organize the full range of medical and security services for clients, utilizing the internal resources of International SOS and external correspondents where necessary.
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members.
• Positively promote International SOS to other organizations.
• Carry out any other reasonable duties as requested by the manager.
• Work as part of a 24/7 shift pattern.

Qualifications

Required Skills and Knowledge:

• Customer service oriented
• Team player
• Identifies and acts on potential problems and / or difficulties.
• Demonstrates effective problem solving skills and lateral thinking.
• Has initiative, takes responsibility.
• Ability to work under pressure
• Multi-tasking
• Ability to prioritize
• Knowledge of the EEMEA region.

Required Work Experience

• 1-3 years of customer service experience

Required Qualifications (Brief description of the educational background needed to perform the job)

• Tertiary Qualifications preferred.

Required Languages (Brief description of the language skills needed to perform the job)

• Excellent written and oral English Language
• Arabic or Russian is a significant advantage

Additional Information

To support your application please upload the following documents when submitting your application:

• Fully updated CV

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