Job Description
Overall Purpose
At our 24/7 Alarm centre, we provide both local and international, remote medical assistance services to our clients around the clock. We are a multilingual and efficient team who are supported by a professional and extremely knowledgeable Medical team.
Our medical assistance services include absence management services, ground and/or air ambulance services, doctor visits, hospital appointments and admissions, pay guarantees, assistance with travel arrangements, medical transport and evacuations and other general assistance services.
Main Responsibilities:
- Provide round-the-clock customer support ensuring that our client’s well-being and needs are at the forefront of decisions made and service given;
- Promptly, effectively and efficiently handle and resolve all customer’s inquiries and requests for assistance;
- Establish, nurture and maintain superb relationships with the company’s clients, consultants and staff and patients;
- Answer, screen and direct incoming calls to the appropriate department or person, taking and delivering messages when unable to connect the caller;
- Liaise with all relevant parties and stakeholders in case of emergencies to assist and organise all the necessary in case of patient mobilisation;
- Diligently keep records of customer interactions, transactions and details of any actions taken;
- Assist and organise worldwide medical evacuations;
- Perform duties within the Alarm Centre Coordinators capabilities required for the day-to-day operation of the business;
- Adhere to all company HSSE policies and initiatives and proactively promote a HSSE environment;
- Promote any duties assigned by the company from time to time, commensurate with the employee’s skills, competencies and experience.
Qualifications and Experience:
- Minimum of O’ level standard or equivalent;
- Ideally has a further academic study level certificate such as a degree / diploma or equivalent;
- Advanced office skills certificate or equivalent;
- Experienced in call centre / shift work / telephone assistance / medical emergencies handling.
Skills:
- Capable of building and maintaining productive and professional business relationships;
- Strong multi-tasking skills;
- Ability to remain steady under pressure;
- A team player but able to work individually;
- Strong written and verbal communication skills in the English language;
- Confident and able to use MS Office independently;
- A keen eye for detail;
- Customer-centric attitude;
- Open to feedback;
- A proactive approach to resolving situations;
- Problem-solving abilities.
Job Requirements:
- Shift based work;
- Must be able to work shifts on weekends, holidays, and nights.
Advantage:
- Arabic speaker;
- French speaker;
- Portuguese speaker;
- Spanish speaker.
Writing / reading / listening and speaking must be at advanced fluency level to be able to conduct telephone conversations with native speakers.
