Assistant Coordinator
3 months ago
Position Summary
The Assistance Coordinator I will work with the Global Response Center team to provide administrative and customer service support to the Global Response center in variety of ways including, but not limited to inbound assistance call triage, after-hours customer service inquires and customer support, inbound communication triage and the facilitation of financial transactions. This will include facilitating payment for airline tickets, funeral home expenses and other emergency travel needs.
Responsibilities:
• Receiving and processing all domestic and international inbound customer requests for medical or travel assistance or other On Call services via phone in an efficient and effective manner.
• Follow the On Call International True North customer care model to create a positive and welcoming first impression, exhibiting appropriate empathy, asking probing questions to gather important details, and instilling confidence in the customer that our Assistance Coordinators will follow up and provide ongoing service and solutions.
Use Consultative Sales techniques and world-class customer service to listen, uncover customer needs, and position the correct solution in a professional manner.
Provide information and answer questions regarding customers’ plan benefits and/or claims in an informative and courteous manner.
Receive and quickly and accurately process all domestic and international inbound emails, faxes and text messages related to travel and medical emergencies.
• Initiating outbound communication to vendors, service providers, and partners to provide payment for emergency travel related services.
• Communicating with vendors, service providers and partners in a personalized, informative, courteous, and diplomatic manner.
• Documenting transactions with precision and timeliness
• Assist with other non-emergency Response Center tasks as needed.
The Assistance Coordinator II will work with the Global Response Center team to effectively coordinate medical, repatriation of remains and travel assistance services to clients worldwide while delivering the highest level of customer service. In this role, employees will focus on gaining mastery of all On International clients and case handling processes with a focus on communication and empathy.
Responsibilities:
• Coordination of medical, travel and repatriation of remains cases during scheduled shift. The primary focus of the AC II role will be focusing on the mastery of all On Call International clients and case handling SOP’s.
• Communicate with clients and internal contacts in a clear, courteous, and timely manner.
• Follow the On Call International True North customer care model to create a positive and welcoming first impression, exhibiting appropriate empathy, asking probing questions to gather important details, and instilling confidence.
• Respond to customers in a timely manner. Assist them in navigating their emergency by providing information and answer questions regarding benefits and/or claims in an informative and courteous manner.
• Providing exceptional customer care in a variety of channels ranging from inbound and outbound phone calls to emails and live chat functions.
• Initiating proactive outbound communication to customers, service providers, and clients to obtain necessary information for the successful resolution of inquiries.
• Communicating with customers and clients in a personalized, informative, courteous, and diplomatic manner to build and maintain good rapport.
• Maintaining a high level of responsiveness and efficiency in reaching a resolution that meets or exceeds the customer’s expectations in a reasonable timeframe.
• Support the Response Center’s mission of helping people every day by offering AC I and as needed based upon volume and business needs.
• Developing a knowledge base and degree of assurance to explain necessary information clearly and ensure that the customer fully understands the assistance On Call provides.
Education and Work Background
College Graduate Minimum of two (2) or more years of work experience in the BPO or healthcare industry.Preferably with work experience in industries related to medical and travel assistance.Amenable to work in Hybrid or WFH set upWilling to work in Ortigas Center, Pasig, Taguig, or Makati and willing to be assigned to work in different sites.
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