Operations Specialist

• Receive, process, coordinate, and document all incoming requests for medical, travel and security assistance from MedAire's clients in accordance with current procedures and protocols.
• Responsible for maintaining strict confidentiality of all information.
• Maintain all client information which may be encountered either directly or indirectly while in the performance of the job in strict confidence in accordance with HIPAA, GDPR and/or any other pertinent confidentiality regulations.
• Action incoming faxes, emails and correspondence pertaining to active and/or closed cases.
• Maintain open communication channels with team members, clients and other MedAire and International SOS center employees when dealing with case management.
• Schedule and confirm arrangements for customers in a seamless process, ensuring that costs are verified, guarantee issued and that the client is aware of all details of the scheduled arrangements.
• Answer incoming calls for new and existing cases within the required timeframe, establishes customer's needs through questioning.
• Demonstrate a "can do" and professional attitude when servicing customers, clients with the objective of exceeding expectations with the service provided.
• Demonstrate a "can do" and professional attitude when working with fellow associates.

• Effective Communication - demonstrated effective communication skills including verbal and written skills. Proven ability to comprehend and/or write documents and correspondence.
• Problem Solving - proven analytical and problem-solving skills.
• Time Management - proven ability to manage multiple priorities as needed.
• Strong sense of accountability and ability to work under pressure
• Customer Focus - documented customer service experience required. Minimum one year demonstrated effective customer service or response center experience.
• Technical Knowledge - demonstrated MS Outlook, Word and Excel competency; demonstrated typing and data entry competency.
• Multi-tasking - ability to multi-task, using multiple computer monitor

• Experience working in a call center environment

• Graduate in any stream.

• English
• Second language proficiency preferred

• Should be open to travel and deployment.
• Flexible Work Schedule - operation is open around the clock 365 days a year in a call center environment. The schedule is 3 days per week and can change from month to month.

International SOS