Job Description

About the Role

Are you energized by fast-paced environments and motivated by the opportunity to make a real difference in people’s lives?

International SOS is seeking a dedicated International Operations Specialist to join our Assistance Centre team. In this role, you will support clients worldwide by coordinating medical, security, and logistical assistance with care, precision, and urgency.

You’ll be at the heart of our mission—helping people during emergencies and providing exceptional service when they need it most.

What You Will Do

Service Delivery & Case Management

• Handle medical, security, and travel-related assistance requests from global clients.
• Apply the principle of Assist First, Verify Later to ensure swift, empathetic support.
• Coordinate services using internal resources and global partner networks.
• Communicate updates, progress, and instructions clearly to all stakeholders.
• Maintain accurate case documentation using internal systems.

Customer Experience

• Deliver exceptional service with professionalism, empathy, and attention to detail.
• Seek feedback, identify service gaps, and escalate improvement opportunities.
• Manage sensitive situations with calmness and sound judgment.

Operational Excellence

• Prioritize multiple cases effectively in a dynamic, high-volume environment.
• Ensure complete and accurate billing information for each case.
• Work collaboratively with medical teams, security specialists, and operations colleagues.

Teamwork & Compliance

• Foster positive working relationships across global Assistance Centres.
• Support Occupational Health & Safety initiatives.
• Participate in ongoing training and skill development.

What You Bring

Skills & Knowledge

• Strong operations, logistics, and customer service abilities.
• Excellent multitasking skills; able to manage several cases simultaneously.
• Strong situational awareness and problem-solving capability.
• Clear and confident communication—both written and verbal.
• Competence in Microsoft Office and contemporary digital tools.

Competencies

• High ethics, integrity, and commitment to quality.
• Strong attention to detail and operational discipline.
• Agility, responsiveness, and resilience under pressure.
• Team-oriented mindset and ability to collaborate effectively.

Experience

• 1–2 years’ experience in customer service, logistics, emergency coordination, or similar fields.
• Experience in travel, healthcare, insurance, call centre, or dispatch environments is an advantage.
• Familiarity with CRM or case management systems.

Qualifications

• Diploma with minimum 2 years of work experience or
• Bachelor’s degree in any discipline.
• Preferred: Nursing, paramedical, or healthcare-related fields.

Languages

• Excellent written and spoken English.

What we offer

• Comprehensive 12-16 weeks induction group training, a mix of classroom and on the job training, buddy system and mentoring.

• Supportive, collaborative & friendly team culture

• Structured remuneration and progression program, enabling you to grow your career within a global organization

• Exposure to the latest global medical and security updates and trends

Working Hours & Shift Requirements

• 13-hour shifts:
  Day Shift: 8:00 AM – 9:00 PM
  Night Shift: 8:00 PM – 9:00 AM
• 16 working shifts per month (monthly roster)
• 100% Work From Office: No hybrid or WFH option. All duties are performed onsite in the Assistance Centre.
• Roster-based scheduling: Required to work on weekends and Malaysian Public Holidays as part of the rotation.
• Overtime: Extra shifts may be required based on business needs.