Job Description

About the role

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Role Summary

Provide 24/7 medical, security, and logistical assistance to clients via the Assistance Centre. Ensure swift, accurate case resolution through effective coordination and empathetic customer service.

Manage diverse assistance cases with urgency and precision Deliver empathetic, high-quality support across all service areas Collaborate with medical, security, and operations teams Maintain clear, professional communication with clients Ensure compliance with service standards and protocols

Key responsibilities

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Service Delivery

Respond to client requests with professionalism, empathy, and urgency. Coordinate medical, security, and logistical support using internal and external resources. Ensure timely documentation, communication, and escalation of cases. Follow "Assist First, Verify Later" to prioritize swift action. Manage billing details, secure payments, and support cost containment. Maintain accurate case handovers and workload updates. Support network development and continuous service improvement.

Other Duties

Build strong relationships internally and externally. Promote company values and maintain a clean, collaborative workspace. Participate in training and pursue personal development. Perform additional tasks as assigned by management.

About you

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Required Skills & Knowledge

Operations, logistics, and customer service expertise Strong multitasking, prioritization, and attention to detail Effective probing and situational awareness Resilience under pressure and quick comprehension Clear verbal and written communication Teamwork and collaboration Proficiency in Microsoft Outlook, Word, and general IT tools

Experience and Qualifications

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Required Work Experience

Typically, at least 1 - 2 years of experience in logistics and customer service is required. Experience working in logistics, travel and/or healthcare sector is desirable. Experience in phone-based or call centre environment is desirable. Experience of working in a fast-paced, demanding environment.


Required Qualifications

Educated to a high school diploma or equivalent. Teritiary level education is desired. Required Languages Excellent written and spoken English language Other language proficiency desirable: Arabic or other regional languages

Travel / Rotation Requirements

* Shift work including occasional overtime based on operational requirements.