International Operations Specialist

International SOS•Bensalem Township, PA

About The Position

The International Operations Specialist fulfills medical, security, and logistical assistance requests received through the Assistance Centre from clients and subscribers. The role delivers empathetic, efficient, high-quality service through effective case management, aiming for swift and accurate resolution. It involves coordinating with operations, medical, and security specialists and providing 24-hour assistance and general customer service to members. This is an onsite/hybrid role based in the Blue Bell, Pennsylvania office. The schedule is either three 13-hour shifts or four 10-hour shifts, with no night shift. The position is expected to start in February 2027.

Requirements

Typically, at least 1–2 years of experience in logistics and customer service.
Experience working in a fast-paced, demanding environment.
High school diploma or equivalent.
Excellent written and spoken English.
Shift work, including occasional overtime based on operational requirements.

Nice To Haves

Experience in logistics, travel, and/or healthcare.
Experience in a phone-based or call centre environment.
Tertiary-level education.
Proficiency in another language, such as Spanish or Portuguese.

Responsibilities

Provide operations and logistics expertise to understand and fulfill assistance requests, collaborating with medical and security colleagues.
Deliver professional, positive, caring service to clients and subscribers, aiming to exceed expectations.
Ask appropriate questions to understand each request for assistance and ensure it is acted upon.
Respond to requests in a timely, professional manner and manage cases according to the “Assist First, Verify Later” directive.
Document requests and related matters using the organisation’s telecommunications and computer systems.
Plan and coordinate services using International SOS resources and external correspondents as needed.
Communicate logistical arrangements to stakeholders appropriately and in a timely manner.
Coordinate cases in accordance with internal and client-specific operations and billing procedures.
Manage cases responsibly and urgently, proactively overcoming barriers to achieve good outcomes.
Provide comprehensive billing information and cost estimates where relevant, secure payment before delivering services to non-clients, and identify and escalate cost-containment opportunities.
Prepare cases for handover to the billing department.
Manage an allocated caseload during the shift and communicate case details and direction effectively during shift handovers.