Emergency Assistance Case Manager

at; Österreich; Hybrid; EUR 30 000 - 45 000; Vollzeit

Zusammenfassung

A global travel assistance provider is seeking a Travel Assistance Case Manager to support travellers during emergencies. This role requires interpersonal skills and the ability to solve complex problems. Candidates should thrive in fast-paced environments and have a passion for helping others. The position offers a hybrid work policy and a commitment to diversity and inclusion.

Leistungen

Job flexibility with a hybrid work policy

Regular annual leave benefits

Free travel insurance

Commitment to diversity and inclusion

Qualifikationen

• Ability to respond with empathy to travellers in distress.
• Strong decision-making for quick, accurate assistance.
• Flexibility to work a rotating roster between 7:00 AM – 9:00 PM.

Aufgaben

• Take calls from travellers in emergency situations.
• Apply critical thinking to real-world travel issues.
• Explain services and ensure travellers understand our support.

Kenntnisse

Interpersonal skills

Problem-solving abilities

Empathy

Conflict resolution skills

Jobbeschreibung

Overview

Are you ready for an adventure in Travel Assistance? At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling. We specialise in preparing travellers for potential threats and offering assistance when they need it most. Our mission is protecting travellers – and supporting those responsible for their safety – with 24/7 operations from our three centres in Australia, Canada, and the United Kingdom.

Job title

Travel Assistance Case Manager — responsible for providing aftercare and logistical problem-solving support when something goes wrong in travellers’ journeys. High-performing, empathetic, and focused, Case Managers help bring travellers home safely or enable them to continue travelling as needed, building strong relationships and delivering accurate, on-time service in high-stakes situations.

Responsibilities

• Take calls from travellers in emergency situations (e.g., lost baggage, medical emergencies) and solve problems with tailored guidance
• Provide excellent experiences for travellers, family members, and providers
• Apply critical thinking and problem-solving to real-world travel issues
• Offer emotional support and reassurance, maintaining calm and empathy on each call and case
• Work with the team to locate the nearest suitable medical or security services (doctors, ERs, clinics, telehealth, security specialists, etc.)
• Facilitate payment and guarantee of facility and vendor bills as required
• Explain services to travellers and ensure they understand how we support them

Requirements

• Interpersonal skills with the ability to respond with empathy
• Strong problem-solving and decision-making abilities; ability to follow processes for quick, accurate assistance
• Thrives in a fast-paced, dynamic environment and is open to change
• Conflict resolution skills to help customers in stressful situations
• Available to work a rotating roster (eight 10-hour shifts per fortnight) between 7:00 AM – 9:00 PM
• Passion for helping others

Why join us

• We value optimism, caring, togetherness, reliability and determination
• Global team with 2,600+ employees across multiple disciplines
• Job flexibility with a hybrid work policy (5 days in the office per fortnight)
• Career growth through continuous learning and opportunities to contribute ideas
• Regular annual and personal leave benefits, plus anniversary, volunteer, and paid parental leave
• Travel with us with free travel insurance
• Commitment to diversity and inclusion — come as you are

About the organization

Cover-More is a global travel insurance and medical assistance provider, part of Zurich Insurance Group. We operate in multiple countries and offer a wide range of insurance products and services. For more information, see our careers and benefits page.

Follow us for updates: Twitter @CoverMore, Facebook Cover-More Travel Insurance, LinkedIn @Cover-More Group, YouTube: Cover-More Travel Insurance, Instagram: covermore, and our Australian website: www.covermore.com.au

Additional information

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