Essential Job Duties and Responsibilities:

• Provide empathetic quality service to customers
• Update all cases with the appropriate documentation
• Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
• Handle cases and phone calls in an efficient manner, per the company protocols and any client specific Standard Operations Procedures
• Accurately notifies the business as defined by agreed protocol and Standard Operations Procedures
• Acts as the first point of contact for new and existing cases and serves as the voice of the business
• Maintains all cases in accordance with policies and procedures
• Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
• Activates Aspire Lifestyles for Concierge assistance cases
• Ensure the medical team is aware of all actions required during the shift
• Executes proper use of escalation protocol without fail
• Works with Supervisor / Operations Manager and Security staff for all security related issues
• Maintains confidentiality of all patient and/or client information
• Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
• Actively participates in all transmission sessions with input regarding case actions and direction
• Escalates all complaint or perceived complaint cases to the Operations Manager immediately
• Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
• Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.

Job Profile

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
• Takes initiative, demonstrates responsibility
• Ability to work under pressure, multi-task and prioritize in a timely and effective manner
• Ability to write, speak and listen effectively

Required Competencies:

• Customer Focused
• Good Communication Skills
• Problem Solver
• Has a Drive for Results
• Business Focused
• Shows Teamwork & Collaboration

Required Work Experience:

• Customer Service
• Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO

Required Languages:

• Fluent English
• Fluent Spanish
• Fluency or proficiency in any other language is preferred

Travel Rotation/Rotation Requirements:

• Occasional domestic and or international travel may be required
• Must have or be willing to obtain a Passport

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