Customer Assistance Coordinator
About The Position
This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024. In this role you’ll be the lifeline for American Express Cardholders navigating unexpected travel emergencies across the world. In this fast-paced, people-focused role, you’ll solve real problems, think creatively, and make a meaningful impact every day – all while building valuable customer service in a supportive, global organization.
Requirements
- A high school diploma or equivalent
- 1-2 years of customer service experience
- Excellent written and verbal communications skills
- Critical and creative thinking skills to think outside of the box to provide solutions for cardholders
- Exceptional attention to detail and accuracy in gathering and entering information
- Ability to effectively manage and prioritize tasks while responding to high end clientele with professionalism and clarity
- Ability to work either 4am-12pm or 4pm-12am with rotating weekends and holidays
Responsibilities
- Provide a positive experience with American Express cardholders managing inbound and outbound calls
- Assist cardholders with pre-trip planning and during travel aide
- Remain knowledgeable of Travel Guard assistance and service options, including legal, financial, and travel assistance
- Utilize creative and critical thinking skills to provide out-of-the-box solutions
- Effectively multi-task navigating multiple systems while providing exceptional customer service with cardholders
- Accurately document interactions with cardholders in our case management system
- Maintain privacy, compliance and performance standards of Travel Guard and American Express
Benefits
- Shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am
- Regular annual and personal leave benefits
- Volunteer leave
- Comprehensive paid parental leave scheme
- Competitive high-deductible health plan
- EAP programs
- Access to health and well-being activities
- 401(k) program with employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
