Bilingual Operations Coordinator

International SOS•San Antonio, TX

About The Position

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference.

Requirements

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
Customer Focused
Good Communication Skills
Problem Solver
Has a Drive for Results
Business Focused
Shows Teamwork & Collaboration
Customer Service
Fluent English
Fluent Spanish

Nice To Haves

Banking
Insurance
Teaching (a second language)
NGO
Fluency or proficiency in any other language

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.