Customer Service Executive (Call Centre Setting)

INTERNATIONAL SOS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 31,000 - 40,000; Full time

Benefits offered by this job

Induction training

Supportive team culture

Structured progression program

Job summary

International SOS Singapore Pte. Ltd. is seeking a Customer Service Executive to respond to inbound and outbound calls and deliver exceptional service with a professional attitude.

You will interface with TRICARE and beneficiaries across regions, coordinate cases, and work in a fast-paced environment. Shifts are 8.5 hours, 100% in-office, from 6:00 am to 8:30 pm, on a rotating roster, with no night shifts.

Qualifications

• Diploma or equivalent.
• Min 3 years working experience.
• Experience in call centers, assistance companies and/or hospitality industry an advantage.
• Flexibility to work as part of a rotating roster without restrictions.
• Excellent written and spoken English language.

Responsibilities

• Manage cases per Assist First, Verify Later directive.
• Provide professional, courteous service to members and clients.
• Understand client operations and billing procedures.
• Coordinate cases efficiently per company policies.
• Move cases forward in the best interests of members and clients.
• Collaborate with operations staff, medical team and other centers to assist members.

Skills

Customer service

Communication

English fluency

Education

Diploma or equivalent

Job description

About the role

International SOS provides comprehensive healthcare management to beneficiaries enrolled in the TRICARE Overseas Program (TOP). This role will require close interface and regular communication with TRICARE, our client, and with their beneficiaries who are enrolled in each region.

As a Customer Service Executive, you will respond to inbound and outbound calls and provide exceptional service with a professional attitude. If you enjoy helping people, have excellent communication skills, and thrive in a fast-paced environment.

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.
• To 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 timely efficient manner
• To 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 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
• Work harmoniously with fellow operations staff, members of the medical team and other Assistance Centres in the provision of assistance to members.
• Positively promote International SOS to other organisations.
• Carry out any other reasonable duties as requested by the manager.

Requirements:

• Diploma or equivalent
• Min 3 years working experience
• Experience in call centers, assistance companies and/or hospitality industry an advantage
• Flexibility to work as part of a rotating roster without restrictions
• Excellent written and spoken English language

What we offer:

• Comprehensive 10 weeks of induction group training
• Supportive, collaborative & friendly team culture
• Structured remuneration and progression program, enabling you to grow your career within a global organization

Working hours:

• 8.5 hour shifts
• Between 6am to 8.30pm
• 100% work from office, no hybrid or WFH option
• No night shift, required to work on weekends and public holiday