International Operations Specialist Level 1

About The Role

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.

Key Responsibilities

• Operations & Logistics: Collaborate with medical and security teams to fulfill client requests.
• Professional Service: Serve clients with a positive, caring attitude.
• Client Probing: Ensure requests are understood and acted upon.
• Timely Response: Manage cases promptly with "Assist First, Verify Later" approach.
• Documentation: Record all request details accurately.
• Service Coordination: Plan and coordinate services using internal and external resources.
• Escalation: Follow protocols to escalate cases as needed.
• Communication: Inform stakeholders of logistical arrangements timely.
• Case Management: Handle cases per operations and billing procedures.
• Urgency & Responsibility: Proactively manage cases for best outcomes.
• Feedback & Improvement: Address service issues promptly based on feedback.
• Billing: Provide billing details, secure payments, and identify cost-saving opportunities.
• Handover: Prepare cases for billing department handover.
• Workload Management: Communicate case details and workload to the manager.
• Network Development: Share information to develop service provider network.
  
  

Other Duties

• Relationship Building: Establish responsive relationships internally and externally.
• Promotion: Positively represent International SOS.
• Work Environment: Maintain a clean workspace.
• Company Values: Demonstrate and promote company values and policies.
• Training & Development: Attend training, enhance skills, and perform additional tasks as requested.
  
  

About You

Required Skills and Knowledge

• Operations & Logistics: Expertise in managing operations.
• Multitasking: Handle multiple requests and prioritize tasks.
• Customer Service: Strong client interaction skills.
• Probing: Ask questions to understand client needs.
• Resilience: Work well under pressure.
• Attention to Detail: High accuracy.
• Situational Awareness: Understand and respond effectively.
• Communication: Clear verbal and written skills.
• Teamwork: Strong collaboration skills.
• IT Literacy: Proficient in Microsoft Outlook and Word.
  
  

Required Competencies

• Ethics & Integrity: Trustworthy and principled.
• Operational Expertise: Detail-oriented and responsive.
• Communication: Clear, concise, and proactive.
• Energy & Drive: Results-driven and action-oriented.
• Cultural Adaptability: Effective teamwork and collaboration.
  
  

Required Experience & Skills

• 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 Languages

• Excellent written and spoken English language
• Other language proficiency desirable: Arabic or other regional languages