Global Travel Assistance Case Manager

Zurich Cover-More; Brisbane; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Annual leave

Parental leave

Volunteer leave

Travel insurance benefits

Job summary

Zurich Cover-More in Brisbane seeks a Travel Assistance Call Centre Specialist to support travellers during emergencies, delivering calm guidance and practical help. You will collaborate with a global team, ensuring quick, accurate assistance and high-quality service.

The role requires problem-solving, empathy, and a willingness to work a rotating roster between 7AM–9PM, with hybrid work arrangements.

Qualifications

• Must be able to think clearly and make decisions under pressure.
• Ability to use language skills to assist travellers from around the world.
• Demonstrates empathy and active listening in distressing situations.
• Able to adapt to a fast-paced, changing environment and roster rotations.

Responsibilities

• Be the first point of contact for travellers in emergencies.
• Provide tailored advice and emotional support to travellers and their contacts.
• Work with the team to locate the nearest doctor, clinic, or security specialist as required.
• Assist with payments and guarantees of facility and vendor bills where needed.
• Explain available services to travellers and ensure a smooth assistance process.

Skills

Problem solving

Multilingual ability

Emotional intelligence

Conflict resolution

Job description

Job Type: Permanent - Full Time

Location: Brisbane, Queensland

Job Category: Call Centre and Customer Service,Insurance & Superannuation

Job Description

Are you ready for an adventure in Travel Assistance?

This role is part of World Travel Protection, our global medical and security assistance business supporting many of Zurich Cover-More’s travel insurance brands. We support both corporate and leisure travellers – helping them avoid risks before they escalate and connecting them with the right experts when emergencies arise. With deep expertise in global travel risk management, we’re trusted by travellers, corporate risk managers, and organizations worldwide to prepare for potential threats and respond when it matters most. Operating 24/7 from our global assistance centres, we’re always ready to answer the call – wherever in the world it comes from.

Role Start Date: 2nd November 2026

So, what’s the job?

As a Travel Assistance Case Manager, you’ll be the first point of contact for travellers when things go wrong - whether it’s lost baggage or a medical emergency. Your mission? Deliver calm, clear, and compassionate support when it matters most.

• You’ll be the first point of call for travellers when they get into emergency situations while travelling
• You’ll be focussed on providing a great experience every time – whether for the traveller, family member or provider
• You’ll use your critical thinking and problem-solving skills to provide tailored advice to real-world problems
• You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case
• You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies
• You’ll facilitate the payment and guarantee of facility and any required vendor bills
• You’ll help travellers understand the services we are there to support them with
  
  

And what are we looking for?

You’ll have a genuine desire to help people and save lives. We need our Case Managers to be great communicators, who can stay calm and resolve conflict under pressure, while also being resilient and empathetic. if you’re willing to learn, we will teach you everything else you need to know!

• You’ll have strong problem solving and decision-making skills, and can follow processes to provide quick and accurate assistance
• You’ll bring additional language skills - such as Spanish, French or Italian to help us support travellers from around the world
• You’ll thrive in a fast paced, dynamic environment and be open to change
• You’ll have great conflict resolution skills to help customers in stressful situations
• You’ll need to be available for a rotating roster (eight x 10-hour shifts/fortnight) between 7AM – 9PM
• More than anything else, you’ll have a passion for helping others
  
  

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, 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 you can 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 rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

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 anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

About Zurich Cover-More

Zurich Cover-More is one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travellers every year, making sure we are there every step of their journey.

To learn more about working at Zurich Cover-More, check out our careers and benefits page!

Apply today and let’s go great places together!