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Overall Purpose Of The Job (Brief description of the primary purpose of this position)
Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.
To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members.
Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
Service Delivery:
• Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
• Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
• Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
• Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation.
• Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary.
• Reliably escalate cases and requests where required by company protocols.
• Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
• Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
• Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
• Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
• Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment.
• Ensure that cases are correctly prepared for hand-over to the billing department.
• Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.
• Effectively manage and communicate workload and movements to the line manager.
• Forward relevant information to assist with the development of the network of service providers.
Other Duties
• Establish responsive relationships both within International SOS and externally.
• Positively promote International SOS.
• Work harmoniously with colleagues and other Assistance Centres and maintain a safe and comfortable working environment by ensuring that shared workstations are kept clean and tidy at all times.
• Consistently demonstrate the Company Values; work within and promote all International SOS’ policies and procedures; follow International SOS internal guidelines and standards.
• Attend training and meetings as and when required.
• Actively develop own skills, knowledge and an area of personal interest to improve personal performance and add value to the team.
• Carry out any other reasonable duties as requested by the manager.
Occupational Health & Safety Responsibilities (OH&S)
• Participate in the development and maintenance of a safe and healthy workplace
• Undertake all mandatory OH&S training as required
• Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures
• Co-operate with management in its fulfilment of its legislative obligations
• Take reasonable care to ensure their own health and safety and the safety of others
• To report any injury, hazard or illness as soon as possible to their supervisor
Required Skills and Knowledge
• Operations and logistics skills.
• Multi tasking and prioristisation skills, ability to multi task and handle several requests at the same time, prioritising tasks appropriately.
• Customer service skills.
• Ability to probe and question to ensure request for assistance is fully understood.
• Resilience and ability to work well under pressure.
• Attention to detail.
• Ability to comprehend a given situation, information and requirements quickly and accurately.
• Situational awareness skills, ability to perceive, understand and effectively respom to situation.
• Expert communication skills, communicate information and concepts clearly and logically, setting time specific and achievable expectations, verbally and in writing.
• Teamworking skills.
• IT literacy and proficiency in the usage of contemporary computer software including Microsoft Outlook and Word.
Required Competencies
• Ethics & Integrity: Trust: Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes; doesn’t misrepresent themselves for personal gain. Ethics & Values: Has strong ethics and principles; demonstrates our company core values irrespective of the situation.
• Operational Expertise: Attention To Detail: Pays attention to details, and understands the importance of this for the business and for service provision. Focus On Execution: Commitment to excellent and timely delivery of service levels and expectations, whether external or internal. Responsiveness: Responds quickly and effectively to requests for information or assistance, including day-to-day operational matters. Functional Excellence: Has the functional and technical skills, knowledge and experience to perform at a high level of accomplishment; pays attention to details.
• Communication: Communication: Communicates clearly and concisely. Listening: Listens to people’s point of view. Informing: Proactively provides people with information needed to effectively perform their jobs in a timely manner. Keeps people updated on new developments.
• Energy & Drive: Drive For Results: Can be counted on to achieve/exceed agreed goals; continually pushes self to achieve results; shows perseverance in the face of resistance or setbacks. Action Oriented: Has high energy and enjoys working hard; relishes opportunities/challenges.
• Cultural Adaptability: Team Player: Works harmoniously with different parts of the organization, promotes effective teamwork; collaborates effectively and focuses on common goals and priorities; is trusted and supported by peers; is candid with peers.
Required Work Experience
• Typically, at least 1 – 2 years of experience in logistics and customer service is required.
• Experience working in logistics, travel and/or healthcare sector is desirable.
• Experience in phone-based or call centre environment is desirable.
• Experience of working in a fast-paced, demanding environment.
Required Qualifications
• Educated to a high school diploma or equivalent.
• Teritiary level education is desired.
Required Languages
• Excellent written and spoken English language
• Other language proficiency desirable.
Perks & Benefits
Shift Pattern
Shifts allowance
PERSOLKELLY is one of the largest recruitment companies in Asia Pacific providing comprehensive end-to-end workforce solutions to clients. Headquartered in Singapore, the company was established in 2016 and is a joint venture between Kelly Services, Inc. and affiliates of PERSOL HOLDINGS Co. Ltd. Today, PERSOLKELLY operates more than 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, and Vietnam.
工作的整體目的(簡要描述該職位的主要目的)
負責滿足客戶和訂戶透過援助中心提出的所有類型的醫療、安全和後勤相關請求。透過有效的個案管理,提供高品質的服務,為所提出的情況提供快速、準確的解決方案。透過高標準的客戶服務以及營運、醫療和安全專家之間的協作來執行案例。
為我們的會員提供富有同情心且高效的全方位 24 小時協助服務和一般客戶服務計劃。
主要職責(該職位的關鍵職責和技能,按重要性順序列出)
服務交付:
• 與醫療和安全專業同事合作,提供營運和物流專業知識,以理解和滿足客戶和訂戶的協助請求。
• 在為客戶和訂戶提供服務時表現出專業、積極和關懷的態度,以超越期望為目標。
• 調查與援助中心聯繫的客戶和訂戶,以確保援助請求在每種情況下都被理解並採取行動。
• 透過及時、專業的方式回覆所有援助請求並根據「先協助,後驗證」的關鍵指示管理案件,確保服務提供的連續性。
• 使用組織提供的電信和電腦系統記錄與這些請求相關的所有事項。
• 規劃和協調為客戶提供的全方位服務,必要時利用國際SOS 的內部資源和外部通訊員。
• 根據公司協議的要求,可靠地升級案例和請求。
• 確保以適當和及時的方式向所有利害關係人傳達後勤安排。
• 根據內部和客戶特定的營運和帳單程序有效且有效率地協調案件
• 以責任感和緊迫感管理案件,積極主動地克服障礙,並表現出為我們的客戶和訂戶實現最佳結果的熱情。
• 尋求並傾聽客戶回饋並升級以改善品質。負責及時糾正客戶服務問題。
• 提供全面的帳單資訊以及相關的成本估算-在向非客戶提供服務之前確保付款。認識並提升任何控製成本的機會。
• 確保案件已正確準備好移交給計費部門。
• 管理輪班內分配的案件負載,並確保在傳輸切換中適當且有效地傳達案件詳細資訊和方向。
• 有效管理並向直線主管傳達工作量和變動。
• 轉送相關資訊以協助服務提供者網路的發展。
其他職責
• 在國際SOS 內部和外部建立回應關係。
• 積極推廣國際SOS。
• 與同事和其他援助中心和諧合作,確保共享工作站隨時保持乾淨整潔,並維持安全舒適的工作環境。
• 始終如一地展現公司價值;在國際 SOS 的所有政策和程序範圍內開展工作並促進其發展;遵循國際 SOS 內部指南和標準。
• 視需要參加培訓和會議。
• 積極發展自己的技能、知識和個人興趣領域,以提高個人績效並為團隊增加價值。
• 履行經理要求的任何其他合理職責。
職業健康與安全責任 (OH&S)
• 參與安全健康工作場所的發展與維護
• 依需求進行所有強制性職業健康安全培訓
• 遵守 Intl.SOS 提供的任何合理指示、政策、程序或安全工作實踐,以遵守安全工作程序
• 與管理階層合作履行其立法義務
• 採取合理的措施確保自己以及他人的健康與安全
• 盡快向主管報告任何傷害、危險或疾病
所需的技能和知識
• 營運和物流技能。
• 多工處理和優先排序技能,能夠同時處理多項任務和處理多個請求,並適當地確定任務的優先順序。
• 客戶服務技能。
• 能夠進行探究和提問,以確保援助請求得到充分理解。
• 具備在壓力下良好工作的韌性和能力。
• 注重細節。
• 能夠快速、準確地理解給定情況、資訊和要求。
• 情境意識技能,即感知、理解和有效應對情境的能力。
• 專業的溝通技巧,以口頭和書面形式清晰、邏輯地傳達訊息和概念,設定具體時間和可實現的期望。
• 團隊合作能力。
• 具備IT 素養並熟練使用現代電腦軟體,包括Microsoft Outlook 和Word。
所需能力
• 道德與誠信:信任:廣受信任;被視為一個直接、誠實的人;保守秘密;承認錯誤;不會為了個人利益而扭曲自己。道德與價值觀:具有強烈的道德與原則;無論情況如何,都展現了我們公司的核心價值。
• 營運專業知識:注重細節:注重細節,並了解細節對於業務和服務提供的重要性。專注於執行:致力於卓越、及時地交付服務水準和期望,無論是外部還是內部。回應能力:快速有效地回應資訊或協助要求,包括日常營運事務。卓越職能:具有高水準的職能和技術技能、知識和經驗;注重細節。
• 溝通:溝通:清晰、簡潔地溝通。傾聽:傾聽人們的觀點。通知:主動及時提供人們有效履行工作所需的資訊。讓人們了解新的進展。
• 能源與動力:追求結果:可以指望實現/超過商定的目標;不斷鞭策自己取得成果;面對阻力或挫折時表現出毅力。行動導向:精力充沛,喜歡努力工作;享受機會/挑戰。
• 文化適應性:團隊合作者:與組織的不同部門和諧合作,促進有效的團隊合作;有效合作並專注於共同目標和優先事項;受到同行的信任與支持;與同事坦誠相待。
所需工作經驗
• 通常,需要至少1 – 2 年的物流和客戶服務經驗。
• 有物流、旅遊及/或醫療保健產業工作經驗者佳。
• 具電話或呼叫中心環境經驗者優先。
• 具有在快節奏、高要求環境中工作的經驗。
所需資格
• 受過高中文憑或同等學歷。
• 需要接受高等教育。
所需語言
•優秀的書面和口語能力 英語 語言
• 最好具備其他語言能力。
津貼和福利
換檔模式
輪班津貼
PERSOLKELLY is one of the largest recruitment companies in Asia Pacific providing comprehensive end-to-end workforce solutions to clients. Headquartered in Singapore, the company was established in 2016 and is a joint venture between Kelly Services, Inc. and affiliates of PERSOL HOLDINGS Co. Ltd. Today, PERSOLKELLY operates more than 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, and Vietnam.