Global Operations Coordinator (m/f/d)

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Global Operations Coordinator (m/f/d), Konstanz

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Client:

Crisis24

Location:

Konstanz, Germany

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

f5bcca439c11

Job Views:

2

Posted:

18.05.2025

Expiry Date:

02.07.2025

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Job Description:

Who We Are Looking For

We are seeking a Global Operations Coordinator (m/f/d) for our Konstanz location, to join us at the earliest opportunity.

The role involves a dual focus: being part of a global first-call capability handling inbound contacts via calls and email from our international network, and serving as the primary contact and expert for our German clients. You will be the first point of contact and “face” of Crisis24, responsible for professional and efficient assistance to those who contact us.

Your ability to remain calm in critical situations, paired with exceptional interpersonal skills, will guide our customers seamlessly on the phone. Your multitasking abilities enable you to handle multiple tasks simultaneously in both German and English. Success in this frontline role requires professionalism under pressure, engaging with callers, empathy, and adherence to policies.

You will handle sensitive calls from travelers and expatriates, including responding to internal alarms, escalations, safety incidents, medical and travel advice, booking appointments, claims, billing queries, and requests for evacuation or repatriation. By managing and closing cases, you support Medical and Security Operations Specialists in ongoing case management.

What You Will Work On

• Managing all contact into the Crisis24 Global Operations Centre professionally and according to company protocols, including call handling, email management, case management, and liaison with clients and stakeholders.
• Representing Crisis24 as the professional face of customer service and ensuring 24/7 operational availability.
• Adhering to Service Level Agreements for telephony, email, and case handling.
• Opening new cases in the case management system, following SOPs and first call protocols.
• Triaging calls and coordinating with Medical, Security, Claims, and other teams.
• Handling queries related to Pre-Trip, Travel Assistance, Medical Advice, and Outpatient cases, escalating as needed.
• Monitoring and managing the email inbox.
• Managing claims and billing queries.
• Supporting the preparation of reports and updating SOPs.
• Closing cases efficiently and supporting the Medical Specialist team.
• Being responsive and empathetic to clients, customers, and colleagues.
• Reporting information security incidents and monitoring risk notifications.
• Using platforms to monitor events and react to system notifications and customer messages.
• Gaining knowledge of risk mitigation products and global event awareness.

What You Will Bring

• Enthusiasm for current world events and experience in emergency call centers, Medical/Security Assistance, insurance, or customer service environments.
• Proficiency in German and English (at least C1 level); French and additional languages are a plus.
• Enjoyment in engaging with people via calls and demonstrating empathy.
• Strong communication skills, professional and clear.
• Ability to work under pressure, manage time effectively, and prioritize tasks.
• Motivation, resilience, and flexibility for shift work.
• Ability to adapt quickly to dynamic situations and respond appropriately.
• Comfort with technology and process improvements.

What We Offer

We offer an international environment with exciting topics, technical expertise, modern equipment, and benefits such as:

• Performance-based bonuses
• Company pension scheme
• Training opportunities
• Hansefit membership
• Unlimited coffee, fruit baskets, and subsidized lunch
• Team-building activities like tournaments, BBQs, and breakfasts