International Operations Specialist

2 weeks ago


Dubai, Dubai, United Arab Emirates PrecisionHire Solutions Full time
  • Provide operations and logisticsexpertise in the understanding and fulfilment of requests forassistance from our clients and subscribers, in collaboration withmedical and security professionalcolleagues.
  • Demonstrate a professional,positive and caring attitude when servicing clients and subscriberswith the objective of exceedingexpectations.
  • Probe clients and subscribers whocontact the Assistance Center to ensure that the request forassistance is understood and acted upon in everyinstance.
  • Ensure continuity of service deliveryby answering all requests for assistance in a timely andprofessional manner and managing cases in line with the keydirective of Assist First, VerifyLater.
  • Document all matters relating to theserequests using the telecommunication and computer systems madeavailable by the organization.
  • Plan andcoordinate the full range services for clients, utilizing theinternal resources of International SOS and external correspondentswhere necessary.
  • Reliably escalate cases andrequests where required by companyprotocols.
  • Ensure that logistical arrangementsare communicated to all stakeholders in an appropriate and timelymanner.
  • Coordinate cases effectively andefficiently in accordance with internal and client specificOperations and Billings procedures.
  • Managecases with a sense of responsibility and urgency, proactivelyworking around barriers and demonstrating a passion for achievingthe best outcomes for our clients andsubscribers.
  • Seek and listen to customerfeedback and escalate for quality improvement. Take responsibilityfor correcting customer service problemspromptly.
  • Provide fully comprehensive billinginformation together with cost estimates where relevant - securingpayment prior to delivery of services to non-clients. Recognize andescalate any opportunities for costcontainment.
  • Ensure that cases are correctlyprepared for hand-over to the billingdepartment.
  • Manage an allocated load of caseswithin the shift and ensure that case details and direction arecommunicated appropriately and efficiently in the transmissionhandover.


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