Customer Service Liaison
2 weeks ago
Job Summary
We are seeking an experienced Customer Service Executive to join our team at International SOS. The successful candidate will be responsible for providing exceptional customer service to our members and clients.
Key Responsibilities:
- Manage cases in line with the key directive of Assist First, Verify Later
- Demonstrate a 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 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
- Be the first point of contact for members, end users, clients, service providers, and colleagues
- Ensure incoming calls are answered promptly, appropriately, and courteously
- Handle inbound requests in a timely and efficient manner
- Manage an allocated load of cases within the shift and ensure it is communicated appropriately and efficiently in the transmission handover
- Makesufficient logistic arrangements in a timely and appropriate manner to meet the needs of members and clients
- Escala 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
About You
Requirements:
- Diploma or equivalent
- Minimum 1-2 years' working experience
- Experience in call centers, assistance companies, and/or hospitality industry an advantage
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