A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

• 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.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

Service Delivery:

• 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 the company and external correspondents where necessary.
• Reliably escalate cases and requests where required by company protocols.
• 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.
• Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
• 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.
• Effectively manage and communicate workload and movements to the line manager.
• Forward relevant information to assist with the development of the network of service providers.

Other Duties

• Establish responsive relationships both within the company and externally.
• Positively promote the company.
• Work harmoniously with colleagues and other Assistance Centres and maintain a safe and comfortable working environment by ensuring that shared workstations are kept clean and tidy at all times.
• Consistently demonstrate the Company Values; work within and promote all company policies and procedures; follow the company’s internal guidelines and standards.
• Attend training and meetings as and when required.
• Actively develop own skills, knowledge and an area of personal interest to improve personal performance and add value to the team.
• Carry out any other reasonable duties as requested by the manager.

C. Job Profile

Required Qualifications

• Educated to a high school diploma or equivalent.
• Teritiary level education is desired.

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.

Required Skills and Knowledge

• Operations and logistics skills.
• Multi tasking and prioristisation skills, ability to multi task and handle several requests at the same time, prioritising tasks appropriately.
• Customer service skills.
• Ability to probe and question to ensure 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 respom to situation.
• 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 Languages

• Excellent written and spoken French and English language
• Other language proficiency desirable.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Shift work including occasional overtime based on operational requirements.
• International Travel or Work experience an advantage

Proactive reserves the right: 

• To call only the shortlisted candidates for interview. 
• Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.