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International Operation Specialist(IOS)

International Operation Specialist(IOS)

International SOS (M) Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
5 hours ago
Job description

Working Hours

  • 13 hour shifts
  • Between 7.30am to 8.30pm (Day Shift) or 7.30pm to 8.30am (Night shift)
  • 16 working shift per month
  • Shift are ideally 2 days on, 2 days off or 3 days on, 3 days off
  • 100% work from office, no hybrid or WFH option

Key Responsibilities

  • Manage cases in line with the key directive of Assist First, Verify Later
  • Demonstrate a "can do" and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
  • Demonstrate an understanding of all key clients' Operations and Billings Procedures
  • Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
  • Manage cases in line with the key directive of Assist First, Verify Later Manage cases with a view to moving them forward in the best interests of the member and client
  • Work harmoniously with fellow operations staff, members of the medical team and other Assistance Centres in the provision of assistance to members and clients.
  • To be the first point of contact for members, end users, clients, service providers and colleagues
  • Ensure incoming calls are answered promptly, appropriately and courteous
  • Ensure inbound requests are handled in timely efficient manner
  • To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
  • Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of
  • Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
  • Organise the full range of medical and security services for clients, utilizing the internal resources of International SOS and external correspondents where necessary
  • Positively promote International SOS to other organizations
  • Carry out any other reasonable duties as requested by the manager
  • Work as part of a 24 / 7 shift pattern

    • Required Skills and Knowledge

  • Strong business acumen and analytical skills to provide detailed and valuable business analysis to management.
  • Hands-on with day-to-day operations, able to work under pressure, deliver results and observe deadlines.
  • Demonstrated relationship building skills across large / diverse people business.
  • Demonstrated ability and willingness to operate at both a strategic and tactical level in a highly complex environment.
  • Exposure to financial analysis and management reporting within a complex, detail-focused environment.
  • Exposure to different styles and personalities of business unit leaders.
  • Operated in a customer orientated environment, with experience in professional services industry desirable
  • Strong influencing skills and ability to deliver results in a matrix reporting environment
  • Good interpersonal skills and driver of change
  • Excellent technical computer skills with highly advanced Excel and Access knowledge – knowledge of Cognos an advantage.

    • Job Type : Full-time

    Pay : RM4, RM5,000.00 per month

    Benefits :

  • Dental insurance
  • Flexible schedule
  • Vision insurance

    • Experience :

  • Customer service : 4 years (Preferred)

    • Work Location : In person

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    Operation • Kuala Lumpur, Kuala Lumpur, Malaysia