Operations Specialist

International SOS; Delhi; On-site; INR 350,000 - 480,000; Full time

Job summary

International SOS in India seeks a focused Assistance Centre professional to fulfill medical, security and logistical requests on a 24-hour basis. You will deliver swift, accurate resolutions through effective case management and collaboration with medical, security and operations teams.

The role emphasizes empathetic, efficient service for members, with responsibilities spanning billing information where required, timely communication of arrangements, and proactive feedback to improve service

Qualifications

• Educated to a high school diploma or equivalent.
• Experience in logistics and customer service preferred.
• Experience in call centre environment desirable.
• Excellent written and spoken English.

Responsibilities

• Provide operations and logistics expertise in understanding and fulfilment of requests for assistance from clients and subscribers, in collaboration with medical and security professional colleagues.
• Probe clients and subscribers to ensure requests are understood and acted upon.
• Ensure continuity of service delivery by timely and professional responses and case management.
• Document all matters using the organisation's telecommunication and computer systems.
• Plan and coordinate the full range of services for clients using internal and external resources.
• Communicate logistical arrangements to all stakeholders in a timely manner.
• Coordinate cases efficiently according to procedures.
• Seek and listen to customer feedback and escalate for quality improvement.
• Provide comprehensive billing information with cost estimates when relevant - secure payment.
• Recognise and upscale opportunities for cost containment.
• Manage workload and movements to the line manager.
• Share relevant information to help develop the network of service providers.

Skills

Customer service

Logistics

Communication skills

Call center experience

Education

High school diploma or equivalent

Teritiary level education desired

Tools

CRM systems

Billing systems

Job description

About the role

Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.

To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members.

Key responsibilities

Service Delivery

• Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
• Probe clients and subscribers who contact the Assistance Centre 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.
• Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation.
• 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.
• Seek and listen to customer feedback and escalation 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 upscale 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.

About you

Required Work Experience

• Typically, at least 1 – 2 years of experience in logistics and customer service is required.
• Experience working in logistics, travel and/or healthcare sector is desirable.
• Experience in phone-based or call centre environment is desirable.
• Experience of working in a fast-paced, demanding environment.

Required Qualifications

• Educated to a high school diploma or equivalent.
• Teritiary level education is desired.

Required Languages

• Excellent written and spoken English language.
• Other language proficiency desirable.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Shift work including occasional overtime based on operational requirements.