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Bilingual Operations Coordinator
International SOSBilingual Operations Coordinator at International SOS providing quality service to customers and ensuring effective case management. Updating documentation and maintaining confidentiality while collaborating with team members.
About the role
Key responsibilities & impact- Provide empathetic quality service to customers
- Update all cases with the appropriate documentation
- Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
- Handle cases and phone calls in an efficient manner, per the company protocols and any client specific Standard Operations Procedures
- Accurately notifies the business as defined by agreed protocol and Standard Operations Procedures
- Acts as the first point of contact for new and existing cases and serves as the voice of the business
- Maintains all cases in accordance with policies and procedures
- Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
- Activates Aspire Lifestyles for Concierge assistance cases
- Ensure the medical team is aware of all actions required during the shift
- Executes proper use of escalation protocol without fail
- Works with Supervisor / Operations Manager and Security staff for all security related issues
- Maintains confidentiality of all patient and/or client information
- Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
- Actively participates in all transmission sessions with input regarding case actions and direction
- Escalates all complaint or perceived complaint cases to the Operations Manager immediately
- Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
- Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.
Requirements
What you’ll need- Customer service oriented
- Team player
- Identifies and acts on potential problems and / or difficulties
- Demonstrates effective problem-solving skills and lateral thinking
- Takes initiative, demonstrates responsibility
- Ability to work under pressure, multi-task and prioritize in a timely and effective manner
- Ability to write, speak and listen effectively
- Fluent English
- Fluent Spanish
- Fluency or proficiency in any other language is preferred
Benefits
Comp & perks- Health insurance
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
customer serviceteam playerproblem-solvinginitiativeresponsibilityability to work under pressuremulti-taskingprioritizationeffective communicationempathy