Admin & Customer Service Executive | Night/Early Morning Shift

You will be employed under Across Asia Assist (M) Sdn Bhd to support the Global Response Center of a US based client (On Call International, www.oncallinternational.com).

For more than two decades, On Call International, a leading provider of travel risk management and travel assistance services, has helped millions of people with their travel problems, big and small. From serious medical and security emergencies, to lost passports and missing luggage, On Call is dedicated to our mission of helping travellers every day—and now YOU have a unique opportunity to help us carry out this mission as we have an exciting opportunity for an Assistance Coordinator position.

Working Days & Hours

This position involves a 10-hour shift, 4 working days per week, for a total of 40 working hours per week. Your working schedule will be assigned by the Company based on one of the following options:

Schedule A: Monday to Thursday, 2:00 AM – 12:00 PM

Schedule B: Thursday to Sunday, 2:00 AM – 12:00 PM

Training Period

During the initial one-month training period, your working hours will be as follows:

First 2 weeks: Monday to Thursday, 7:00 PM – 5:00 AM

Following 2 weeks: Monday to Thursday, 11:00 PM – 9:00 AM

The training duration and schedule may be adjusted depending on your training progress and operational requirements. Upon successful completion of the training, you will be assigned to either Schedule A or Schedule B, as determined by the Company.

Job Description

The Assistance Coordinator I (AC I) will be supporting the Global Response Center through three primary functions: processing financial transactions, performing administrative and inbound communication triage, and resolving designated customer service requests. The role requires accuracy, urgency, sound judgment, and strong customer service while working within established procedures and escalation guidelines.

Key Responsibilities

· Process financial transactions for approved travel and emergency assistance services, including credit card payments for airline tickets, funeral home expenses, ground transportation, lodging, and other authorized services.

· Communicate with vendors, service providers, and partners to facilitate payments, confirm transaction details, and support timely service delivery.

· Document financial transactions accurately and promptly in designated systems and follow required payment, reconciliation, security, and escalation procedures.

· Monitor, sort, file, and route inbound emails, faxes, text messages, and other communications to the appropriate case, queue, or team with accuracy and urgency.

· Identify time-sensitive or high-priority communications and escalate them promptly in accordance with established procedures.

· Receive inbound calls and complete designated requests that fall within the AC I scope, using approved resources and procedures.

· Triage medical, travel, and assistance requests that require additional case management and route or escalate them to the appropriate Assistance Coordinator or operational resource.

· Provide clear, courteous, and empathetic customer service while gathering required information and setting appropriate expectations for next steps.

· Maintain complete and accurate documentation of customer interactions, communications, administrative actions, and transactions.

· Support other administrative and non-emergency Global Response Center functions as assigned.

Job Requirements, Skills and Experience

• Successful credit and background check required.
• Proven customer service experience with strong verbal and written communication skills.
• High level of computer proficiency and ability to work efficiently across multiple systems and communication channels.
• Exceptional attention to detail and demonstrated ability to process financial and administrative transactions accurately.
• Strong multitasking, prioritization, time-management, and organizational skills.
• Ability to work independently while recognizing when escalation or additional support is required.
• Diplomatic, tactful, and empathetic communication with customers, vendors, partners, and internal teams.
• Effective collaboration in a team environment while following established procedures and direction.
• Flexibility to work varied hours in support of a 24/7 Global Response Center.
• Preferred experience includes travel, insurance, claims, financial transaction processing, or foreign language skills.

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person