Customer Service Executive (Call Centre)

International SOS Singapore Pte Ltd; Singapore; On-site; USD 40,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated professional to manage client cases and provide exceptional service. In this role, you will be the first point of contact for members and clients, ensuring that all requests are handled promptly and effectively. Your ability to coordinate medical and security services while working closely with a team will be key to success. This position offers a dynamic work environment where your contributions will make a meaningful impact on the lives of those you assist. If you thrive in a fast-paced setting and are passionate about delivering top-notch service, this opportunity is perfect for you.

Qualifications

• Minimum 3 years of working experience in relevant fields.
• Experience in call centers or hospitality is advantageous.

Responsibilities

• Manage cases efficiently while exceeding client expectations.
• Coordinate assistance services and logistics for members and clients.

Skills

Customer Service Skills

Problem-Solving Skills

Communication Skills

Teamwork

Education

Diploma or equivalent

Job description

Responsibilities:

• Manage cases in line with the key directive of Assist First, Verify Later.

• Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.

• Demonstrate an understanding of all key clients’ Operations and Billings Procedures.

• Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures.

• Manage cases with a view to moving them forward in the best interests of the member and client.

• Work harmoniously with fellow operations staff, members of the medical team, and other Assistance Centres in the provision of assistance to members and clients.

• Be the first point of contact for members, end users, clients, service providers, and colleagues.

• Ensure incoming calls are answered promptly, appropriately, and courteously.

• Ensure inbound requests are handled in a timely and efficient manner.

• Manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover.

• Ensure that sufficient logistic arrangements are made in a timely and appropriate manner to meet the needs of members and clients.

• Escalate cases and requests as per company protocols.

• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.

• Organise the full range of medical and security services for clients, utilising the internal resources of International SOS and external correspondents where necessary.

• Positively promote International SOS to other organisations.

• Carry out any other reasonable duties as requested by the manager.

Requirements:

• Diploma or equivalent.

• Minimum 3 years working experience.

• Experience in call centers, assistance companies, and/or hospitality industry is an advantage.