Customer Service Executive

About the role

International SOS provides comprehensive healthcare management to beneficiaries enrolled in the TRICARE Overseas Program (TOP). This role will require close interface and regular communication with TRICARE, our client, and with their beneficiaries who are enrolled in each region.

As a Customer Service Executive, you will respond to inbound and outbound calls and provide exceptional service with a professional attitude. If you enjoy helping people, have excellent communication skills, and thrive in a fast-paced environment, send in your application today.

Key responsibilities

• Manage cases with the "Assist First, Verify Later" approach.
• Provide exceptional service with a professional attitude.
• Understand key clients' Operations and Billings Procedures.
• Coordinate cases efficiently and cost-effectively.
• Move cases forward in the best interests of members and clients.
• Collaborate with operations staff, medical team, and other Assistance Centres.
• Serve as the first point of contact for members, clients, and colleagues.
• Answer incoming calls promptly and courteously.
• Handle inbound requests efficiently.
• Manage and communicate case loads during shifts.
• Arrange logistics timely and appropriately.
• Escalate cases as per protocols.
• Ensure continuity of service delivery.
• Organize medical and security services using internal and external resources.
• Promote International SOS positively.
• Perform other duties as requested by the manager.

About you

• Diploma or equivalent.
• Minimum 3 years of relevant customer service experience
• Experience in call centers, assistance companies, or hospitality industry is an advantage.
• Flexibility to work as part of a rotating roster without restrictions
• Excellent written and spoken English language

What we offer

• Comprehensive 10 weeks of induction group training
• Supportive, collaborative & friendly team culture
• Structured remuneration and progression program, enabling you to grow your career within a global organization

Working hours

• 8.5 hour shifts
• Between 6am to 8.30pm
• 100% work from office, no hybrid or WFH option
• No night shift, required to work on weekends and public holiday