Client Operations Specialist – Global Assistance

Job Posting Title: Client Operations Specialist – Global Assistance

Location: Ortigas, Pasig (Onsite / In-person)

Job Type: Full-time (Shifting Schedule)

Industry: Healthcare / International Medical & Security Assistance

Purpose of the Job

As the Client Operations Specialist – Global Assistance/Operations Coordinator, you will be the trusted first point of contact for customers and clients requiring health, travel, and security assistance around the world. This is a highly engaging, people-focused role where no two situations are the same. Rather than following a scripted approach, you will use your critical thinking, empathy, and problem-solving skills to assess each customer's unique circumstances and coordinate the right support at the right time.

Working in a fast-paced and dynamic environment, you will collaborate with medical professionals, security specialists, travel providers, and internal stakeholders across the globe to help resolve complex situations and deliver exceptional customer experiences. Whether assisting a traveler facing a medical emergency overseas, coordinating urgent travel arrangements, or supporting clients through unexpected challenges, you will play a vital role in making a meaningful difference in people's lives.

This role is ideal for individuals who are passionate about customer service, thrive on solving problems, enjoy interacting with people, and can confidently think on their feet to deliver personalized solutions when they matter most.

Key Responsibilities

• End-to-End Case Ownership & Management: Serve as the single point of accountability for member requests, conducting active intake, multi-channel communication (phone, email), and real-time coordination from initial contact through case closure.
• 24/7 Service Continuity: Maintain uninterrupted service delivery by managing incoming communication systems, accurately capturing data, and logging all relevant information into company systems according to International SOS procedures.
• Multi-Stakeholder Engagement: Keep an active and timely communication to key stakeholders who are relevant to support the client or customer’s needs. This will be an engagement with the internal and external key stakeholders around the world.
• Complex Problem Solving & Escalation Handling: Analyze ambiguous situations, make sound real-time decisions under pressure to resolve member issues with minimal friction.
• Program & Account Execution: Manage assigned customer-specific operational programs and ad-hoc operational initiatives as designated by Operations Leadership.

Required Work Experience & Target Profiles

• Experience Band: At least 2 years of fast-paced, customer-facing operational experience in high-accountability environments.
• Preferred Industry Backgrounds: Care Coordination, Prior Authorization, Patient Admissions, Medical Assistance, Insurance Customer Service (Appeals/Benefits/Claims Resolution), Travel/Airline Assistance, Hotel Concierge, High-Touch Service Operations.
• Proven Track Record: Direct experience in end-to-end case handling, live voice/phone interactions, and active crisis or escalation management (pure back-office/data-entry roles are deprioritized).

Required Qualifications & Skills

• Education: Graduate of a 4-year Bachelor’s Degree course (Medical background preferred, but candidates with strong analytical, financial, or complex customer service exposure are strongly welcome).
• Language Proficiency: Excellent verbal and written communication skills in English and Filipino. Bilingual agility is critical for active listening, de-escalation, and clear multi-stakeholder communication. Additional languages/dialects are a plus.
• Technical Agility: Proficient in MS Office applications and comfortable navigating multi-system databases while conducting live customer calls.

Core Competencies & Non-Negotiable Traits

• Customer Ownership: Takes total accountability for member outcomes; drives resolutions without passing off complex problems.
• Communication Excellence: Outstanding verbal clarity, active listening, and structured written communication for executive and client-facing updates.
• Critical Thinking & Problem Solving: Resourceful under ambiguity; able to apply policy logic and root-cause reasoning to make real-time decisions under pressure.
• Learning Agility: Ability to rapidly digest complex client SOPs and adapt quickly to organizational shifts or updated systems.
• Stakeholder Alignment: Strong interpersonal skills to manage competing priorities and balance patient empathy with corporate client policy.

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Paid training
• Pay raise

Application Question(s):

• Are you amenable to work fully onsite in Ortigas, Pasig?
• Can you work on a shifting schedule?
• What is your expected salary?

Work Location: In person