Customer Services Executive

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**:

- 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, Permanent

**Salary**: $3,000.00 - $3,500.00 per month

**Benefits**:

- 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)