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Operations Specialist
International SOS
Delhi, IND
Full-time
Onsite
Discovered 1 weeks ago
Case managementCustomer serviceLogistics coordinationMedical assistance operationsSecurity assistance operationsAssistance centre operations
Free
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Case managementCustomer serviceLogistics coordination
Role Overview
Manage medical, security, and logistical assistance requests received through the Assistance Centre from clients, subscribers, and members.
Deliver empathetic, efficient, and high-quality service through accurate case management and collaboration with operations, medical, and security specialists.
Key Skills for This Role
Case managementCustomer serviceLogistics coordinationMedical assistance operationsSecurity assistance operationsAssistance centre operations
Full Job Posting
About the Role
Manage medical, security, and logistical assistance requests received through the Assistance Centre from clients, subscribers, and members.
Deliver empathetic, efficient, and high-quality service through accurate case management and collaboration with operations, medical, and security specialists.
Service Delivery Responsibilities
- Provide operations and logistics expertise to understand and fulfill assistance requests with medical and security colleagues.
- Probe clients and subscribers to clarify requests and ensure every request is understood and acted upon.
- Answer assistance requests promptly and manage cases under the Assist First, Verify Later directive.
- Document request details using the organisation's telecommunications and computer systems.
- Plan and coordinate services using internal resources and external correspondents when required.
- Communicate logistical arrangements to stakeholders in an appropriate and timely manner.
- Coordinate cases according to internal and client-specific operations and billing procedures.
- Collect customer feedback, escalate quality issues, and correct service problems promptly.
- Provide billing information and cost estimates, secure payment from non-clients where relevant, and identify cost-containment opportunities.
- Manage and communicate workload and movements to the line manager.
- Forward relevant information to support development of the service-provider network.
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