International Operations Specialist - Operations / Customer Services

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 following the core principle of "Assist First, Verify Later."
• Maintain a proactive and professional approach when assisting members and clients, striving to exceed service expectations.
• Demonstrate a strong understanding of key clients' Operations and Billing Procedures.
• Efficiently coordinate cases in a cost-effective manner, ensuring alignment with company policies and procedures.
• Handle cases with a member- and client-centric focus, ensuring they progress in their best interests.
• Collaborate effectively with operations staff, medical teams, and other Assistance Centres to provide seamless support to members and clients.
• Serve as the primary point of contact for members, clients, service providers, and colleagues.
• Answer incoming calls promptly, courteously, and professionally.
• Process inbound requests efficiently and within set timelines.
• Manage assigned cases during the shift and ensure smooth handover communication between shifts.
• Arrange necessary logistical support in a timely and appropriate manner to meet client and member needs.
• Ensure continuous service delivery by responding to all requests professionally and efficiently.
• Organize a comprehensive range of medical and security services for clients, leveraging internal International SOS resources and external partners when needed.
• Actively promote International SOS services to external organizations.
• Undertake any additional responsibilities as assigned by the manager.
• Work as part of a 24/7 shift rotation.

Required Skills & Knowledge

• Strong business acumen and analytical skills to deliver detailed and valuable insights for management.
• Hands-on approach to daily operations, with the ability to perform under pressure, meet deadlines, and achieve results.
• Proven ability to build strong relationships across diverse teams and stakeholders.
• Ability to operate at both strategic and operational levels in a complex environment.
• Exposure to financial analysis and management reporting in a detail-oriented setting.
• Experience working with varied leadership styles and business unit managers.
• Background in customer-focused environments, preferably in the professional services industry.
• Strong influencing skills and the ability to deliver results in a matrix organization.
• Excellent interpersonal skills and a proactive approach to driving change.
• Advanced technical proficiency in Microsoft Excel and Access; familiarity with Cognos is a plus.

Additional Key Attributes

• Ability to meet tight deadlines and work effectively under pressure.
• High level of attention to detail.
• Strong team player with a collaborative mindset.
• Adaptability to new procedures and operating protocols.
• Sensitivity and clear communication when working with colleagues from diverse cultural backgrounds.
• Commitment to maintaining professional standards at all times.
• Typing speed of 40 words per minute.
• Proficiency in Microsoft Office (Outlook and Word) and web browsing tools.

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)