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About the Role
Join our team as a Japanese-English bilingual candidate responsible for providing assistance for medical, security, and logistical requests. Deliver high-quality service through effective case management, ensuring swift and accurate resolution while collaborating with medical and security specialists.
Responsibilities
- Provide operations and logistics expertise in understanding and fulfilling requests for assistance.
- Demonstrate a professional, positive, and caring attitude when servicing clients and subscribers.
- Probe clients and subscribers to ensure requests for assistance are understood and acted upon.
- Ensure timely and professional handling of all requests for assistance, managing cases with the 'Assist First, Verify Later' directive.
- Document all matters relating to requests using available telecommunication and computer systems.
- Plan and coordinate a full range of services for clients, utilizing internal and external resources.
- Reliably escalate cases and requests as per company protocols.
- Communicate logistical arrangements to all stakeholders appropriately and timely.
- Coordinate cases effectively and efficiently according to internal and client-specific procedures.
- Manage cases with urgency and responsibility, proactively addressing barriers and achieving optimal client outcomes.
- Seek and listen to customer feedback for quality improvement and promptly correct customer service problems.
- Provide comprehensive billing information and cost estimates, securing payment prior to service delivery for non-clients.
- Recognize and escalate opportunities for cost containment.
- Ensure cases are correctly prepared for handover to the billing department.
- Manage allocated case load within the shift and ensure efficient communication of case details and direction during handover.
- Effectively manage and communicate workload and movements to the line manager.
- Forward relevant information to assist in the development of the service provider network.
- Establish responsive relationships both internally and externally.
- Positively promote International SOS.
- Work harmoniously with colleagues and other Assistance Centers, maintaining a clean and tidy shared workspace.
- Consistently demonstrate Company Values, work within and promote all policies and procedures, and follow internal guidelines and standards.
- Attend training and meetings as required.
- Actively develop personal skills, knowledge, and areas of interest to improve performance and add value.
- Carry out any other reasonable duties as requested by the manager.
Requirements
- Excellent written and spoken English language at an advanced level.
- Excellent written and spoken Japanese language at a native level.
- Willingness to work in a global environment (for new graduates).
- At least 1-5 years of experience in a corporate setting (for experienced professionals).
- Experience working in logistics, travel, and/or healthcare sector is a plus.
- Experience in a phone-based or call center environment is a plus.
- Experience of working in a fast-paced, demanding environment is a plus.
Location
- Onsite
Work Type
- Shift work
- Occasional overtime
Experience Level
- New graduates
- Experienced professionals
Education Level
- Bachelor's degree
- Equivalent work experience
About the Company
- International SOS provides 24-hour assistance services and general customer service programs to its members.