Client Operations Specialist - Global Assistance

International SOS; Pasig; On-site; PHP 420,000 - 540,000; Full time

Job summary

International SOS is seeking a Client Operations Specialist – Global Assistance to serve as the first contact for health, travel, and security support worldwide. You will coordinate with medical, security, travel partners and internal teams to resolve complex cases and deliver exceptional service.

The role emphasizes ownership, critical thinking, and fast, personalized solutions in a dynamic, onsite environment in Ortigas, Pasig. English and Filipino communication skills are required.

Qualifications

• Bachelor's degree holder; medical-related courses preferred or strong customer service/analytical background.
• Excellent written and verbal communication in English; Filipino helpful.
• Proficient in MS Office and multi-system handling while interacting with customers.

Responsibilities

• Own member requests from intake to resolution via phone, email, and other channels.
• Provide 24/7 service support with accurate documentation and records.
• Coordinate with internal/external stakeholders worldwide to meet client needs.
• Assess complex situations, make decisions under pressure, and resolve issues.
• Support client-specific programs and leadership-led initiatives.

Skills

Customer service

Communication

Critical thinking

Problem solving

Education

Bachelor's degree

Tools

MS Office

Job description

About the role

Job Posting Title: Client Operations Specialist – Global Assistance

Location: Ortigas, Pasig (Onsite / In-person)

Job Type: Full-time (Shifting Schedule)

Industry: Healthcare / International Medical & Security Assistance

Purpose of the Job

As the Client Operations Specialist – Global Assistance/Operations Coordinator, you will be the trusted first point of contact for customers and clients requiring health, travel, and security assistance around the world. This is a highly engaging, people-focused role where no two situations are the same. Rather than following a scripted approach, you will use your critical thinking, empathy, and problem-solving skills to assess each customer's unique circumstances and coordinate the right support at the right time.

Working in a fast-paced and dynamic environment, you will collaborate with medical professionals, security specialists, travel providers, and internal stakeholders across the globe to help resolve complex situations and deliver exceptional customer experiences. Whether assisting a traveler facing a medical emergency overseas, coordinating urgent travel arrangements, or supporting clients through unexpected challenges, you will play a vital role in making a meaningful difference in people's lives.

This role is ideal for individuals who are passionate about customer service, thrive on solving problems, enjoy interacting with people, and can confidently think on their feet to deliver personalized solutions when they matter most.

Key responsibilities

1. End-to-End Case Management: Own member requests from intake to resolution, serving as the primary contact through phone, email, and other communication channels.
2. 24/7 Service Support: Manage incoming communications, document accurate case details, and maintain records in line with company procedures.
3. Stakeholder Coordination: Provide timely updates and collaborate with internal and external stakeholders globally to support customer needs.
4. Problem Resolution & Escalation Management: Assess complex situations, make sound decisions under pressure, and resolve issues efficiently.
5. Program Execution: Support customer-specific programs and operational initiatives assigned by leadership.

Required Experience

• Minimum of 2 years' experience in a fast-paced, customer-facing operational environment.
• Preferred backgrounds include Care Coordination, Prior Authorization, Patient Admissions, Medical Assistance, Insurance Customer Service (Claims, Appeals, Benefits), Travel Assistance, Airline Operations, Hotel Concierge, or other high-touch service roles.
• Proven experience in end-to-end case handling, voice-based customer support, and escalation management. Pure back-office roles are less preferred.

Qualifications

• Bachelor's degree holder (medical-related courses preferred; candidates with strong customer service, analytical, or financial backgrounds are also encouraged).
• Excellent written and verbal communication skills in English and Filipino; additional languages are an advantage.
• Proficient in MS Office and comfortable working across multiple systems while handling live customer interactions.

Core Competencies

• Strong sense of ownership and accountability for customer outcomes.
• Excellent communication, active listening, and stakeholder management skills.
• Critical thinking and sound decision-making in complex situations.
• Ability to quickly learn SOPs, processes, and new systems.
• Strong interpersonal skills with the ability to balance customer needs and business requirements.