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Senior Travel Assistance Coordinator - GCN
Salary undisclosed
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Description:
Let’s grow together!
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
What’s the job?
You'll assist policyholders by providing accurate information and appropriate solutions to their inquiries
You'll manage customer calls and casework related to lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
You'll provide policy details, claims information, and renewal updates to customers and service providers.
You'll schedule and conduct follow-up calls for complex cases, ensuring all interactions are properly documented.
You'll coordinate with vendors, third parties, and family members during active cases.
You'll lead the distribution of the workload within the assigned shift and ensure all active cases are monitored and transmitted effectively to the next shift.
You'll perform all ad-hoc tasks/projects assigned by the Team Leaders.
What are we looking for?
You'll have a minimum of 3 years of relevant experience in customer service, preferably in the travel industry, with a diploma or equivalent qualification in any field.
You'll be fluent in Mandarin and Cantonese to serve the Greater China Region.
You'll be willing to work night shifts.
You'll demonstrate the proven ability to manage customer interactions with excellent written and verbal communication skills in a senior executive or supervisory role.
You'll possess strong active listening skills and analytical ability to assess client needs and provide effective solutions.
You'll be proficient in interpersonal communication, telephone handling, and computer skills.
You'll have the ability to reason effectively, solve complex problems, manage crises, and communicate empathetically.
You'll possess strong problem-solving skills for reviewing medical and supporting documents from clients and service providers
You'll have experience in managing communications and negotiations with vendors and airlines.
You'll be able to remain calm under pressure, resolve conflicts, and assist in high-stress situations.
You'll be detail-oriented, highly organized, and capable of multitasking efficiently.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Apply today and let’s go great places together!
#LI-Hybrid
Let’s grow together!
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
What’s the job?
You'll assist policyholders by providing accurate information and appropriate solutions to their inquiries
You'll manage customer calls and casework related to lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
You'll provide policy details, claims information, and renewal updates to customers and service providers.
You'll schedule and conduct follow-up calls for complex cases, ensuring all interactions are properly documented.
You'll coordinate with vendors, third parties, and family members during active cases.
You'll lead the distribution of the workload within the assigned shift and ensure all active cases are monitored and transmitted effectively to the next shift.
You'll perform all ad-hoc tasks/projects assigned by the Team Leaders.
What are we looking for?
You'll have a minimum of 3 years of relevant experience in customer service, preferably in the travel industry, with a diploma or equivalent qualification in any field.
You'll be fluent in Mandarin and Cantonese to serve the Greater China Region.
You'll be willing to work night shifts.
You'll demonstrate the proven ability to manage customer interactions with excellent written and verbal communication skills in a senior executive or supervisory role.
You'll possess strong active listening skills and analytical ability to assess client needs and provide effective solutions.
You'll be proficient in interpersonal communication, telephone handling, and computer skills.
You'll have the ability to reason effectively, solve complex problems, manage crises, and communicate empathetically.
You'll possess strong problem-solving skills for reviewing medical and supporting documents from clients and service providers
You'll have experience in managing communications and negotiations with vendors and airlines.
You'll be able to remain calm under pressure, resolve conflicts, and assist in high-stress situations.
You'll be detail-oriented, highly organized, and capable of multitasking efficiently.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Apply today and let’s go great places together!
#LI-Hybrid