International Operations Specialist

International SOS group; Singapore; On-site; SGD 38,000 - 52,000; Full time

Benefits offered by this job

Induction training

Team culture

Career progression

Regional collaboration

Global updates

Job summary

International SOS group in Singapore seeks an International Operations Specialist to deliver high-quality medical and travel assistance, answering calls, emails, and live chat from members domestically and internationally.

You will work in logistics within a healthcare context, with a 13-hour shift pattern, 7am-8pm, and no work-from-home option, joining a global team and expanding exposure to medical and security updates.

Qualifications

• 1–2 years of customer service experience.
• Experience in logistics, travel or healthcare is desirable.
• Empathetic with a people-first approach.
• Attention to detail and data protection adherence.
• Solution oriented and able to work under pressure in a team.
• Willing to rotate shifts and work weekends/public holidays.
• Excellent written and spoken English.

Responsibilities

• Answer requests for assistance via calls, emails and live chat in a timely and professional manner.
• Provide operations and logistics support collaborating with medical and security colleagues.
• Demonstrate a professional, caring attitude to exceed client expectations.
• Manage cases with urgency and clear communication during handovers.
• Handle an allocated load of cases per shift and ensure proper transmission of details.

Skills

Customer service

Logistics

Healthcare

Empathy

Attention to detail

Data protection

Teamwork

Shift flexibility

English proficiency

Job description

The International Operations Specialist is responsible for the delivery of high-quality medical and travel assistance services to our clients, customers, and corporate members.

You will respond to inbound and outbound calls, emails and live chat from members travelling domestically within their home country or internationally, assisting with their healthcare, travel and security needs.

Key Responsibilities

• 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.
• Provide operations and logistic expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
• Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
• Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
• Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover

About you

• At least 1-2 years of relevant in a customer service role
• Experience working in logistics, travel and/or healthcare sector is desirable
• Passionate about helping people with a naturally empathetic approach
• Attention to detail with a commitment to adherence to policies and procedures including data protection
• Solution oriented, ability to work well under pressure with a collaborative approach in a demanding environment
• Flexibility to work as part of a rotating roster without restrictions
• Excellent written and spoken English language

What we offer

• Comprehensive 12-16 weeks induction group training, a mix of classroom and on the job training, buddy system and mentoring.
• Supportive, collaborative & friendly team culture
• Structured remuneration and progression program, enabling you to grow your career within a global organization
• Collaboration with colleagues from other assistance centres located in each region to gain an international perspective and understanding on world topics and issues
• Exposure to the latest global medical and security updates and trends

Working Hours

13 hour shifts

Between 7am to 8 pm

15 working shift per month with 15 off days

Shift are ideally 2 days on, 2 days off or 3 days on, 3 days off

100% work from office, no hybrid or WFH option

No night shift, required to work on weekends and public holiday