Job Description

Client Overview:

This company is a globally recognized assistance services and travel insurance organization originating from France and operating as part of one of the world’s leading international insurance groups. Established in the 1960s, the organization provides emergency assistance, travel insurance, medical support, concierge services, and mobility solutions across more than 200 countries and territories worldwide.

The company operates a highly integrated global support network serving individuals, multinational corporations, insurance providers, and travel-related organizations through 24/7 international assistance operations. Its services focus on supporting customers during emergencies, travel disruptions, medical incidents, and urgent cross-border situations requiring rapid coordination and operational responsiveness.

With decades of international operational expertise, the organization maintains a strong reputation for customer care excellence, multilingual communication capabilities, and mission-critical service delivery within fast-paced global environments.

Job Role:

To support its expanding international assistance operations in Japan, the company is strengthening its operational customer support team within its Tokyo Alarm Center. The organization promotes a highly service-oriented, fast-paced, and collaborative operational culture focused on delivering responsive and professional customer assistance across global markets.

The Alarm Center Executive is responsible for managing customer assistance cases, coordinating operational support activities, and ensuring effective communication between customers, medical institutions, corporate partners, travel providers, and internal operational teams. This role plays a critical function in delivering timely and high-quality assistance services during emergency, medical, travel-related, and urgent customer situations.

The position requires a customer-focused and operationally disciplined professional capable of handling high-pressure situations, managing multiple cases simultaneously, and maintaining professionalism within international coordination environments.

Key Responsibilities:

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  Handle inbound and outbound customer communications related to assistance services, operational support, and case management activities.
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  Coordinate support operations between customers, hospitals, travel providers, insurance partners, corporate clients, and internal departments.
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  Monitor and manage customer assistance cases to ensure timely resolution and high-quality customer experience.
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  Maintain accurate case records, operational documentation, and communication logs within internal systems.
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  Support customers facing emergency, medical, travel-related, or urgent operational situations with professionalism and empathy.
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  Collaborate with B-to-B partners and corporate stakeholders to ensure operational service standards are consistently achieved.
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  Escalate critical or high-risk cases appropriately while maintaining compliance with operational procedures and service quality standards.
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  Work closely with regional and international operational teams within a fast-paced and shift-based environment.
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  Ensure all customer handling activities align with internal SOPs, operational guidelines, and service-level expectations.

Candidate Requirements:

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  Bachelor’s Degree in Business, Communications, Hospitality, International Relations, Customer Service, or related disciplines is preferred.
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  Minimum 2 years of experience within Insurance, BPO, Customer Service, or related service-oriented industries.
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  Prior experience working within B-to-B operational environments is required.
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  Experience handling international customers, urgent customer support situations, or operational coordination activities is highly preferred.
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  Exposure to multinational working environments or regional operational support functions will be an advantage.
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  Professional fluency in Japanese, both spoken and written, is mandatory.
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  English communication capability sufficient for phone-based customer support operations is required (TOEIC score around 600 preferred).
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  Strong communication, coordination, and multitasking capability within high-pressure operational environments.
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  Customer-oriented mindset with strong empathy, professionalism, and service awareness.
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  Strong documentation, case management, and operational follow-up capability.
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  Calm, detail-oriented, and capable of handling emergency or urgent situations professionally.
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  Willing to work on-site in Tokyo, Japan.
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  Comfortable working rotational shifts, including evening and night schedules.