International Operations Specialist Level 1

2 weeks ago


Dubai, Dubai, United Arab Emirates Precision Hire Solution Full time
About therole

International SOS is currently looking for an InternationalOperations Specialist to join our team in the Dubai AssistanceCentre. The incumbent will be responsible for fulfilling all typesof assistance for medical security and logistical related requestsoriginating through the Assistance Centre from clients andsubscribers. Deliver high quality service through effective casemanagement bringing swift and accurate resolution to situationspresented. Execute cases with high standard customer service andworking collaboratively between operations medical and securityspecialists.

To provide an empathetic andefficient delivery of the whole range of 24hour assistance servicesand general customer service programmes to ourmembers.

Keyresponsibilities
  • Provide operations and logistics expertise in the understanding andfulfilment of requests for assistance from our clients andsubscribers in collaboration with medical and security professionalcolleagues.
  • Demonstrate a professionalpositive and caring attitude when servicing clients and subscriberswith the objective of exceeding expectations.
  • Probe clients and subscribers who contact the Assistance Center toensure that the request for assistance is understood and acted uponin every instance.
  • Ensure continuity ofservice delivery by answering all requests for assistance in atimely and professional manner and managing cases in line with thekey directive of Assist First Verify Later.
  • Document all matters relating to these requests using thetelecommunication and computer systems made available by theorganization.
  • Plan and coordinate the fullrange services for clients utilizing the internal resources ofInternational SOS and external correspondents wherenecessary.
  • Reliably escalate cases andrequests where required by company protocols.
  • Ensure that logistical arrangements are communicated to allstakeholders 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 nonclients. Recognize andescalate any opportunities for costcontainment.
  • Ensure that cases are correctlyprepared for handover 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.
  • Effectively manage and communicateworkload and movements to the line manager.
  • Forward relevant information to assist with the development of thenetwork of service providers.
  • Establishresponsive relationships both within International SOS andexternally.
  • Work harmoniously with colleaguesand other Assistance Centers and maintain a safe and comfortableworking environment by ensuring that shared workstations are keptclean and tidy at all times

Required Work Experience:

  • Typically at least 1 2 years of experience in logistics andcustomer service is required.
  • Experienceworking in logistics travel and/or healthcare sector isdesirable.
  • Experience in phonebased or callcenter environment is desirable.
  • Experience ofworking in a fastpaced demandingenvironment.


Required Qualifications:

  • Educated to a high school diploma orequivalent.
  • Tertiary level education isdesired.


Required Languages:

  • Excellent written and spoken English language.
  • Other language proficiency desirable: Arabic or other regionallanguages.
Thisjob has been sourced from an external job board.
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