Reasons could include the position has been filled or the company is not accepting new applicants.
Overall Purpose of the Job
Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.
To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members.
Essential Job Duties and Responsibilities:
Required Skills and Knowledge, Qualification, Languages
Required Skills and Knowledge
• Operations and logistics skills.
• Multi-tasking and prioritisation skills, ability to multi-task and handle several requests at the same time, prioritizing tasks appropriately.
• Customer service skills.
• Ability to probe and question to ensure the request for assistance is fully understood.
• Resilience and ability to work well under pressure.
• Attention to detail.
• Ability to comprehend a given situation, information and requirements quickly and accurately.
• Situational awareness skills, ability to perceive, understand, and effectively respond to situations.
• Expert communication skills, communicate information and concepts clearly and logically, setting time-specific and achievable expectations, verbally and in writing.
• Teamworking skills.
• IT literacy and proficiency in the usage of contemporary computer software including Microsoft Outlook and Word.
Required Qualifications
• Educated to a high school diploma or equivalent.
• Tertiary level education is desired.
Required Languages
• Excellent written and spoken English language
• Other language proficiency desirable.
Required Competencies, Work Experience
Required Competencies
• Ethics & Integrity: Trust: Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes; doesn’t misrepresent themselves for personal gain. Ethics & Values: Has strong ethics and principles; demonstrates our company core values irrespective of the situation.
• Operational Expertise: Attention To Detail: Pays attention to details, and understands the importance of this for the business and for service provision. Focus On Execution: Commitment to excellent and timely delivery of service levels and expectations, whether external or internal. Responsiveness: Responds quickly and effectively to requests for information or assistance, including day-to-day operational matters. Functional Excellence: Has the functional and technical skills, knowledge and experience to perform at a high level of accomplishment; pays attention to details.
• Communication: Communication: Communicates clearly and concisely. Listening: Listens to people’s point of view. Informing: Proactively provides people with information needed to effectively perform their jobs in a timely manner. Keeps people updated on new developments.
• Energy & Drive: Drive For Results: Can be counted on to achieve/exceed agreed goals; continually pushes self to achieve results; shows perseverance in the face of resistance or setbacks. Action Oriented: Has high energy and enjoys working hard; relishes opportunities/challenges.
• Cultural Adaptability: Team Player: Works harmoniously with different parts of the organization, promotes effective teamwork; collaborates effectively and focuses on common goals and priorities; is trusted and supported by peers; is candid with peers.
Required Work Experience
• Typically, at least 1 – 2 years of experience in logistics and customer service is required.
• 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.