Key responsibilities

• Provide operations and logistics expertise in the understanding  and fulfilment of requests for assistance from our clients and subscribers, in collaboration with internal and external stakeholders.
• Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
• Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary.
• Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
• Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
• Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
• Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
• Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment.
• Effectively manage and communicate workload and movements to the line manager.
• Forward relevant information to assist with the development of the network of service providers.

Required Skills and Knowledge

• Operations, customer service and logistics skills.
• Multi tasking and prioristisation skills, ability to multi task and handle several requests at the same time, prioritising tasks appropriately.
• Resilience and ability to work well under pressure.
• Attention to detail.
• Situational awareness skills, ability to perceive, understand and effectively respom to situation.
• Expert communication skills, communicate information and concepts clearly and logically, setting time specific and achievable expectations, verbally and in writing.
• Teamworking skills.
• IT literacy and proficiency in the usage of contemporary computer software including Microsoft Outlook , Word and Excel.

We offer:

• Good salary package
• Fully sponsored medical coverage
• Private pension plan
• Inspiring working environment with lots of career growth opportunities.
• Training and development required to succeed.
• Opportunity to team up with great professionals to deliver.

Interested to join our team in Mauritius - We encourage you to apply by submitting your updated resume/CV, highlighting your relevant experience, qualifications, and specific areas of interest.

To discover how you could make a difference, every day, visit: internationalsos.com/careers