International Operations Specialist - Customer Service/Operations

Job Highlight

• Work life balance
• Attractive compensation package
• Structure career pathway

Ideal Candidate

• Passionate about helping people with a naturally empathetic approach
• Great at building and maintaining relationships with multiple stakeholders
• Attention to detail with a commitment to adherence to policies and procedures including data protection
• Experience working in a customer centric process driven business
• Solution oriented, ability to work well under pressure with a collaborative approach in a demanding environment
• Flexibility to work as part of a rotating roster without restrictions
• Extensive experience in a customer service role with a high level of professionalism

Working Hours

• 13 hour shifts
• Between 7.30am to 8.30pm (Day Shift) or 7.30pm to 8.30am (Night shift)
• 16 working shift per month
• Shift are ideally 2 days on, 2 days off or 3 days on, 3 days off
• 100% work from office, no hybrid or WFH option

Key Responsibilities

• Manage cases in line with the key directive of Assist First, Verify Later
• Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
• Demonstrate an understanding of all key clients’ Operations and Billings Procedures
• Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
• Manage cases in line with the key directive of Assist First, Verify Later Manage cases with a view to moving them forward in the best interests of the member and client
• Work harmoniously with fellow operations staff, members of the medical team and other Assistance Centres in the provision of assistance to members and clients.
• To be the first point of contact for members, end users, clients, service providers and colleagues
• Ensure incoming calls are answered promptly, appropriately and courteous
• Ensure inbound requests are handled in timely efficient manner
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
• Organise the full range of medical and security services for clients, utilising the internal resources of International SOS and external correspondents where necessary
• Positively promote International SOS to other organisations
• Carry out any other reasonable duties as requested by the manager
• Work as part of a 24/7 shift pattern

Required Skills and Knowledge

• Strong business acumen and analytical skills to provide detailed and valuable business analysis to management.
• Hands-on with day-to-day operations, able to work under pressure, deliver results and observe deadlines.
• Demonstrated relationship building skills across large/diverse people business.
• Demonstrated ability and willingness to operate at both a strategic and tactical level in a highly complex environment.
• Exposure to financial analysis and management reporting within a complex, detail-focused environment.
• Exposure to different styles and personalities of business unit leaders.
• Operated in a customer orientated environment, with experience in professional services industry desirable
• Strong influencing skills and ability to deliver results in a matrix reporting environment
• Good interpersonal skills and driver of change
• Excellent technical computer skills with highly advanced Excel and Access knowledge – knowledge of Cognos an advantage.

Additional Critical Qualities

• Ability to work to tight deadlines and under pressure
• Meticulous attention to detail
• Ability to work as part of a team
• Ability to learn and adapt to new procedures and operating protocols
• Ability to communicate clearly and sensitively with colleagues from different cultures and ethnic backgrounds
• Ability to maintain professional standards at all times
• Typing speed of 40 wpm
• Proficient in Web Browsing and Microsoft Office (Outlook and Word)

Job Type: Full-time

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

• Dental insurance
• Flexible schedule
• Vision insurance

Experience:

• Customer service: 4 years (Preferred)