Job Description

About the role
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
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
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
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.