Global Response Operations Coordinator

International SOS is a global leader in travel risk management services, with a dedicated workforce of over 12,000 professionals worldwide. We are committed to safeguarding the health, safety, and well-being of individuals, providing unparalleled support and services wherever they are. Our Assistance Centre provides 24/7 international health and security assistance to members travelling or living overseas. Staffed by a network of medical, security, aviation, and logistics specialists, we prepare customers before departure, assist them while abroad, and provide assistance whenever they have a question or concern.

Job description:

In this challenging and rewarding permanent operational position, you will play a key role in delivering high-quality medical, security, and logistical support to our members. You will manage a high volume of calls and emails from individuals travelling both domestically and internationally, ensuring their healthcare, travel, and security needs are addressed promptly and effectively.

The role commences from 4 January 2027 .

Key responsibilities

If you are passionate about helping others, have outstanding communication skills, and thrive in a fast-paced environment, we would love to hear from you. Your work will make a meaningful difference by supporting the safety and well-being of people around the world.

• Manage and coordinate international assistance cases, ensuring timely, accurate, and high-quality support for clients and subscribers.
• Assess client needs and collaborate with medical, security, and operational specialists to deliver effective solutions and achieve positive outcomes.
• Arrange and oversee logistics, travel, medical, and other support services through International SOS resources and external providers.
• Maintain accurate case documentation, provide regular stakeholder updates, and ensure compliance with operational, billing, and company procedures.
• Deliver exceptional customer service in a fast-paced environment by managing multiple priorities, resolving issues proactively, and contributing to continuous service improvement.

Profile description:

• Skilled at building and maintaining meaningful relationships with various stakeholders
• Demonstrates keen attention to detail, problem-solving abilities, and can thrive under pressure while collaborating effectively in a demanding setting
• Brings extensive experience in a customer service role with a high level of professionalism, specifically within a customer-centric and process-driven environment
• Must hold Full working rights in Australia
• Able to work from our Sydney office

Working Hours

13 hour shifts

Between 7 AM to 10 PM

Rotating roster; 6-8 shifts per fortnight

Location: Office based environment, Sydney, Next to Wynyard Train Station