Hybrid Global Operations & Client Care Specialist

International SOS group; Center Square (PA); Hybrid; USD 42,000 - 54,000; Full time

Job summary

International SOS in Blue Bell, PA is seeking an Operations and Logistics Specialist to fulfill medical, security and logistical requests from clients and subscribers. You will deliver high-quality service and skillfully manage cases from start to finish, coordinating internal resources and external partners as needed.

We value a professional, caring approach, proactive communication, and accurate documentation.

Qualifications

• Typically 1–2 years of logistics and customer service experience.
• Experience in logistics, travel or healthcare is desirable.
• Experience in phone-based or call centre environments is desirable.
• Experience in fast-paced, demanding environments.

Responsibilities

• Provide operations and logistics expertise in understanding and fulfilment of requests for assistance from 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.
• Probe clients and subscribers who contact the Assistance Center to ensure the request for assistance is understood and acted upon in every instance.
• 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.
• Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation.
• Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary.
• Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
• Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
• 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.
• Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognise and elevate any opportunities for cost containment.
• Ensure that cases are correctly prepared for hand-over to the billing department.
• 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.

Skills

Logistics coordination

Customer service

Call center experience

Education

High school diploma or equivalent

Tertiary level education desired

Job description

International SOS in Blue Bell, PA is seeking an Operations and Logistics Specialist to fulfill medical, security and logistical requests from clients and subscribers. You will deliver high-quality service and skillfully manage cases from start to finish, coordinating internal resources and external partners as needed.

We value a professional, caring approach, proactive communication, and accurate documentation.