International Operations Specialist

International SOS•Bensalem Township, PA

99d•Hybrid

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

Excellent written and spoken English language
Typically, at least 1 – 2 years of experience in logistics and customer service is required.
Educated to a high school diploma or equivalent.

Nice To Haves

Experience working in logistics, travel and/or healthcare sector is desirable.
Experience in phone-based or call centre environment is desirable.
Experience of working in a fast-paced, demanding environment.
Teritiary level education is desired.
Other language proficiency such as Spanish or Portuguese desired

Responsibilities

Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation.
Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary.
Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment.
Ensure that cases are correctly prepared for hand-over to the billing department.
Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.