Travel Assistance Coordinator

4 weeks ago

Cainta, Calabarzon, Philippines Cover-More Full time

Let's grow together

Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24 / 7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What's the job?
  • You will assist policyholders by providing accurate information and appropriate solutions to their inquiries.
  • Manage customer calls and casework related to lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
  • Provide policy details, claims information, and renewal updates to customers and service providers.
  • Schedule and conduct follow-up calls for complex cases, ensuring all interactions are properly documented.
  • Coordinate with vendors, third parties, and family members during active cases.
  • Lead workload distribution during the assigned shift and ensure all active cases are monitored and handed over effectively to the next team.
  • Support Team Leaders by carrying out ad-hoc tasks and special projects as assigned.
What are we looking for?
  • Fluency in English, Mandarin, and Cantonese.
  • Fresh graduates welcomed to apply
  • Relevant experience in customer service, preferably within the travel industry, along with a diploma or equivalent qualification would be advantageous.
  • Willingness to work in shifts to support 24 / 7 operations.
  • A proven ability to manage customer interactions with excellent written and verbal communication skills, particularly in a senior executive or supervisory capacity.
  • Strong active listening skills and analytical thinking to assess client needs and deliver effective solutions.
  • Proficiency in interpersonal communication, telephone handling, and computer applications.
  • The ability to reason effectively, manage complex problems and crises, and communicate with empathy.
  • Solid problem-solving skills for reviewing medical and supporting documentation from clients and providers.
  • Experience in managing communications and negotiations with vendors and airlines.
  • A calm, composed approach under pressure, with strong conflict resolution and high-stress support skills.
  • High attention to detail, strong organizational skills, and the ability to multitask efficiently in a fast-paced environment.
Why choose us?

We value optimism, caring, togetherness, reliability, and determination.


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