International Operations Specialist Level 1
International SOS
- Dubai
- Permanent
- Full-time
- Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
- Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
- Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
- Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
- Document all matters relating to these requests using the telecommunication and computer systems made available by the organization.
- Plan and coordinate the full range services for clients, utilizing the internal resources of International SOS and external correspondents where necessary.
- Reliably escalate cases and requests where required by company protocols.
- Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
- Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures.
- Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
- Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
- Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognize and escalate any opportunities for cost containment.
- Ensure that cases are correctly prepared for hand-over to the billing department.
- Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.
- Effectively manage and communicate workload and movements to the line manager.
- Forward relevant information to assist with the development of the network of service providers.
- Establish responsive relationships both within International SOS and externally.
- Work harmoniously with colleagues and other Assistance Centers and maintain a safe and comfortable working environment by ensuring that shared workstations are kept clean and tidy at all times
- 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 center environment is desirable.
- Experience of working in a fast-paced, demanding environment.
- Educated to a high school diploma or equivalent.
- Tertiary level education is desired.
- Excellent written and spoken English language.
- Other language proficiency desirable: Arabic or other regional languages.