Job Description

Responsibilities:

• To provide an empathetic, and efficient delivery of assistance services to our members, end users and clients
• Manage cases in line with the key directive of Assist First, Verify Later
• Demonstrate a "can do" and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
• Demonstrate an understanding of all key clients' Operations and Billings Procedures
• Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
• Manage cases in line with the key directive of Assist First, Verify Later
• Manage cases with a view to moving them forward in the best interests of the member and client
• Work harmoniously with fellow operations staff, members of the medical team and other Assistance Centres in the provision of assistance to members and clients.
• To be the first point of contact for members, end users, clients, service providers and colleagues
• Ensure incoming calls are answered promptly, appropriately and courteously.
• Ensure inbound requests are handled in timely efficient manner
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
• Escalate cases and requests as per company protocols
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
• Organise the full range of medical and security services for clients, utilising the internal resources of International SOS and external correspondents where necessary
• Work harmoniously with fellow operations staff, members of the medical team and other Assistance
• Centres in the provision of assistance to members.
• Positively promote International SOS to other organisations.
• Carry out any other reasonable duties as requested by the manager.
• Work as part of a 24/7 shift pattern.
• Participate in the development and maintenance of a safe and healthy workplace.
• Undertake all mandatory OH&S training as required.
• Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.
• Co-operate with management in its fulfilment of its legislative obligations.
• Take reasonable care to ensure their own health and safety and the safety of others.
• To report any injury, hazard or illness as soon as possible to their supervisor.

Requirements:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably Junior Executives specializing in Customer Service, Sales - Telesales/Telemarketing or equivalent.
• Full-Time position(s) available.
• Proficient in Microsoft Office especially Excel
• Experience with Sage / Coupa
• Delivering results and Meeting Customer Expectations
• Passion for customer service excellence
• Works in a systematic, methodical and orderly way;
• Strong customer service and Order management skills
• Logistic experience
• Strong communication skills
• Ideally worked in the medical wholesale / freight forwarding industry

Job Types: Full-time, PermanentSalary: $3,000.00 - $3,500.00 per monthBenefits:

• Employee assistance programme
• Health insurance
• Parental leave
• Professional development

Schedule:

• Day shift
• Late shift
• Monday to Friday
• Night shift

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Education:

• Local Polytechnic Diploma (Preferred)

Experience:

• Customer service: 2 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)