Customer Service Representative

Job Title: Operations Specialist

Location: Ortigas, Pasig

Purpose of the Job:

This position is accountable for assuring the 24hours delivery of the whole range of medical assistance services to all International SOS members. The Medical Operations Coordinator (International Operations Specialist) is the first point of contact for the Clients, Members, Service Providers and Colleagues from other International SOS Assistance Centers.

Must have: Healthcare Experience

Key Responsibilities:

Ensure continuity of services to International SOS members by manning the telephone and other communication systems in the manner described in the International SOS procedure and communicate all information to all relevant parties.

1. Document all matters related to each request for assistance using the forms and systems made available by the Company to ensure continuity of service 24hours per day.

2. Organize medical evacuation/repatriation (or repatriation of mortal remains) by coordinating the activity and services of all service providers, correspondents and staff of other International SOS assistance center.

3. Maintain a harmonious working environment in the assistance center for the delivery of 24hours services by keeping all stationery readily available at each work station, filing the emergency procedures, operations and referral database in a systematic and easily retrievable manner, keep all office equipment in good working order and report any defects to the HR & Admin Department immediately.

4. Cultivate the International SOS network of service providers and correspondents by building and maintaining a professional working relationship with them in the course of the case handling.

5. Stimulate team work with all departments of International SOS Manila and staff in the other International SOS assistance centers and other International SOS businesses by cooperating in a professional manner during the case handling.

6. Manage specific customer programs assigned.

7. Manage specific and pertinent ad hoc projects assigned by the Operations Manager.

Job Profile:

Required Skills and Knowledge

A. Knowledge

• Language Capability: must be at least bilingual (English and Tagalog) in order to be able to assist the member in his/her own language which will ensure better communication, better quality in the delivery of service and meet the contractual obligations between the member and International SOS. Additional language or dialect capability is preferred.

B. Clinical knowledge and skills in handling medical cases

• Computer knowledge in word processing and database management: to ensure fast retrieval of critical information and communicate this information to the client in a professional manner.
• Good telephone etiquette: to ensure that International SOS projects a professional service-oriented image to its members. This skill is critical since more than 50% of our business communication during case handling is done over the phone.
• Critical thinking and problem solving: to ensure that the member who presents with a problem, is assisted in the speediest way and that the problems are solved with the least inconveniences to the member.

Required Competencies

Communication

· Ability to listen actively, question appropriately, and provide timely feedback

· Knowledge and ability to interact with a variety of people in the workplace

Costumer Focus

· Has a strong determination to make a difference to people's lives by putting the interest of clients and members first.

· Can go extra mile just to give the needs of the clients

· With a proactive attitude that can be summed as: "I care and I can do."

Team work

· Ability to work effectively with others

· Contribute to team task accomplishment

· Ability to share knowledge and expertise to operate as on team

Multi-tasking

· Receiving customer information over the telephone, while inputting/searching for data on computer

· Ability to prioritize given/assigned task

Adaptability/Flexibility

· The ability to change (and be changed) to fit in the organization

· Ability to adjust easily in the new setting/system of the company

· Ability to use available time and resources to address assigned tasks and customer issues.

Pressure Tolerance

· Maintaining a calm demeanor and mental state in dealing with stressful clients/co-workers

· Coping with pressure and setbacks

Business Acumen

· Understanding the relationship between their jobs and how the business and customers are impacted

· Negotiating effectively to come-up with a win-win result

Problem Solving and Lateral Thinking

· Ability to identify the root cause/s through questioning and applying appropriate interventions to address them.

· Ability to use effective skills to resolve conflicts

· Ability to find new ways and means to solve the problem

· The Operations Specialist will interpret the appropriate request for assistance of each of the International SOS members and in collaboration with the medical department and the operations manager/assistant operations manager (if necessary) decide on a certain course of action to solve a problem presented by the member within the scope of services; meet the needs of the member and engage in a coordinated and controlled fashion all necessary people and agencies for the delivery of this service.

Required Work Experience:

· At least 1 year of experience in customer service-oriented work

Required Qualifications:

· Graduate of a four-year course, preferably with medical background.

· Proficient in MS Applications.

Required Languages

· Excellent communication skills both in English and Filipino (written and oral).

· Additional language or dialect capability is a plus.

Travel / Rotation Requirements

· Employee can be assigned to work on shifting schedule.