Global Response Operations Coordinator

International SOS; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

International SOS is a global leader in travel risk management, delivering medical, security, and logistical support to members worldwide. The role involves managing high volumes of calls and emails from travelers, ensuring healthcare, travel, and safety needs are addressed promptly from our Sydney office.

You will coordinate with medical, security, and logistics specialists, maintaining thorough case documentation and stakeholder communication in a fast-paced environment.

Qualifications

• Excellent communication skills and a customer-first mindset.
• Proven experience in a customer service role in a fast-paced environment.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and problem-solving abilities.

Responsibilities

• Manage and coordinate international assistance cases.
• Assess client needs and collaborate with medical, security, and operations teams.
• Arrange logistics and support services through internal and external providers.
• Maintain accurate case documentation and provide regular updates to stakeholders.
• Deliver exceptional service by handling inquiries promptly and professionally.

Skills

Communication

Customer service

Problem solving

Stakeholder management

Attention to detail

Multitasking

Job description

International SOS is a global leader in travel risk management services, with a dedicated workforce of over 12,000 professionals worldwide. We are committed to safeguarding the health, safety, and well-being of individuals, providing unparalleled support and services wherever they are. Our Assistance Centre provides 24/7 international health and security assistance to members travelling or living overseas. Staffed by a network of medical, security, aviation, and logistics specialists, we prepare customers before departure, assist them while abroad, and provide assistance whenever they have a question or concern.

In this challenging and rewarding permanent operational position, you will play a key role in delivering high-quality medical, security, and logistical support to our members. You will manage a high volume of calls and emails from individuals travelling both domestically and internationally, ensuring their healthcare, travel, and security needs are addressed promptly and effectively.

The role commences from 4 January 2027 .

Key responsibilities

If you are passionate about helping others, have outstanding communication skills, and thrive in a fast-paced environment, we would love to hear from you. Your work will make a meaningful difference by supporting the safety and well-being of people around the world.

• Manage and coordinate international assistance cases, ensuring timely, accurate, and high-quality support for clients and subscribers.
• Assess client needs and collaborate with medical, security, and operational specialists to deliver effective solutions and achieve positive outcomes.
• Arrange and oversee logistics, travel, medical, and other support services through International SOS resources and external providers.
• Maintain accurate case documentation, provide regular stakeholder updates, and ensure compliance with operational, billing, and company procedures.
• Deliver exceptional customer service in a fast-paced environment by managing multiple priorities, resolving issues proactively, and contributing to continuous service improvement.
• Skilled at building and maintaining meaningful relationships with various stakeholders
• Demonstrates keen attention to detail, problem-solving abilities, and can thrive under pressure while collaborating effectively in a demanding setting
• Brings extensive experience in a customer service role with a high level of professionalism, specifically within a customer-centric and process-driven environment

Requirements

• Must hold Full working rights in Australia
• Able to work from our Sydney office

Working Hours

• 13 hour shifts
• Between 7 AM to 10 PM
• Rotating roster; 6-8 shifts per fortnight

Location:

Office based environment, Sydney, Next to Wynyard Train Station