Customer Service Representative

Job Title: Operations Coordinator

Set-up: Work Onsite

Location: Ortigas, Pasig

Shift and Schedule: 24/7 | Shifting Schedule

Overall Purpose of the Job:

The Compass Operations Coordinator is responsible for fulfilling or coordinating all types of assistance requests originating through the beneficiaries of Compass A&H Business Travel policies. Work in close collaboration with Compass medical specialists, and where required, the Intl.SOS Assistance and Aspire Lifestyles Centers, to deliver high quality service, through efficient and cost-effective case management that is aligned with the beneficiaries' contracted insurance policy.

Key Responsibilities:

· Provide empathetic quality service to Compass A&H's customers

· Update all cases with the appropriate documentation

· Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken

· Handle cases and phone calls in an efficient manner, per the Compass protocols and any client specific Standard Operations Procedures

· Accurately notifies Compass A&H as defined by agreed protocol and Standard Operations Procedures

· Acts as the first point of contact for new and existing cases and serves as the voice of Compass

· Maintains all cases in accordance with Compass policies and procedures

· Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases

· Activates Aspire Lifestyles for Concierge assistance cases

· Ensure the medical team is aware of all actions required during the shift

· Executes proper use of escalation protocol without fail

· Works with Supervisor / Operations Manager and Security staff for all security related issues

· Maintains confidentiality of all patient and/or client information

· Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour

· Maintains the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift

· Actively participates in all transmission sessions with input regarding case a ctions and direction

· Escalates all complaint or perceived complaint cases to the Operations Manager immediately

· Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases

· Adhere to company policies and procedures at all times, regardless of shift being worked

· Assist with the training of new Coordinators by mentoring them during their training program

· Comply with Compass's established service recovery protocols

· Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.

· Complete other tasks as directed.

Job Profile:

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

· Customer service oriented

· Team player

· Identifies and acts on potential problems and / or difficulties

· Demonstrates effective problem-solving skills and lateral thinking

· Takes initiative, demonstrates responsibility

· Ability to work under pressure, multi-task and prioritize in a timely and effective manner

· Ability to write, speak and listen effectively

Required Competencies (Critical behaviours necessary to successfully perform the job)

· Customer Focused

· Good Communication Skills

· Problem Solver

· Has a Drive for Results

· Business Focused

· Shows Teamwork & Collaboration

Required Work Experience (Brief description of the job-related experience needed to perform the job)

· At least 1 year Customer Service

· Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO

Required Languages (Brief description of the language skills needed to perform the job)

· Fluent English

· Fluency or proficiency in any other language is preferred

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

· Occasional domestic and or international travel may be required

· Must have or be willing to obtain a Passport

Job Type: Full-time

Work Location: In person