Job Description

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, utilizing the internal resources of International SOS and external correspondents where necessary Positively promote International SOS to other organizations 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.
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)
Work Location: In person