International Operations Specialist (Phoenix, AZ, US, 85016) bei International SOS

Overall Purpose of The Job

The International Operations Specialist plays a pivotal role in delivering comprehensive global medical and travel assistance services. This position requires managing diverse and complex cases for clients, customers, and corporate members with precision and empathy. The specialist will process all requests related to medical, security, and travel assistance in strict accordance with company protocols and quality system procedures to ensure a consistently high standard of service.

Working within a highly dynamic, fast-paced environment, the role demands coordination and collaboration across various departments and geographical locations, helping clients navigate urgent situations efficiently and effectively. By maintaining up-to-date knowledge of global travel patterns, medical care facilities, and security conditions, the specialist contributes to risk mitigation and client safety.

Beyond operational duties, the job involves documenting case details accurately, adhering to confidentiality requirements, and continuously improving service delivery through feedback and adherence to quality assurance measures. This function is critical to upholding the reputation and reliability of Medaire, Inc. in the Aviation & Maritime sectors, facilitating seamless international operations that support client wellbeing and satisfaction.

Required Skills and Knowledge

• In-depth knowledge of Commercial and Business Aviation, as well as Maritime operational specifics, to tailor assistance effectively.
• Exceptional interpersonal acumen, enabling clear, compassionate communication with diverse clients under varying stress levels.
• Adaptability and resilience to handle changing scenarios and evolving protocols within the global assistance landscape.
• Proficiency in written and verbal communication, with a strong command of English and preference for additional languages to enhance service reach.
• Heightened cultural sensitivity and awareness, showcasing respect and understanding while working across different languages and traditions.
• Physical capacity to engage in extended periods of workstation activity while efficiently utilizing communication devices such as telephones, headsets, and computer systems.
• Advanced computer literacy including the use of multiple monitors and navigation of digital case management tools.
• Meticulous attention to detail when reviewing client documentation and entering critical data to ensure operational accuracy and compliance.

Required Competencies

• Teamwork: Proven ability to collaborate constructively within cross-functional and multicultural teams to achieve shared objectives.
• Effective Communication: Demonstrated excellence in both conveying and comprehending complex information through clear verbal and written exchanges, essential for accurate case management.
• Analytical Problem Solving: Skilled at quickly identifying challenges, analyzing constraints, and implementing practical solutions in high-pressure situations.
• Time Management: Competent in prioritizing multiple simultaneous requests and responsibilities to meet tight deadlines without compromising on quality.
• Accountability: A strong sense of responsibility, reliability, and professionalism, maintaining composure and decision-making efficacy when under stress.
• Customer Focus: Commitment to delivering exceptional client service by responding attentively and empathetically to client needs, fostering trust and long-term satisfaction.
• Technical Proficiency: Experienced user of MS Outlook, Word, and Excel with demonstrated typing speed and accuracy, facilitating efficient documentation and communication.
• Multi-tasking Ability: Capacity to effectively juggle various technology platforms and communication channels simultaneously to handle complex case coordination.

Required Work Experience

• Substantial experience in a high-volume call center environment, preferably within medical assistance, travel support, or emergency response sectors.

Educational Qualifications:

• High school diploma or general education degree (GED) required; further education or certifications related to healthcare, risk management, or customer service is advantageous.

Language Requirements:

• Fluency in English is essential to communicate effectively with a global client base.
• Proficiency in additional languages is highly desirable and will enhance the ability to support a diverse range of clients and cross-cultural interactions.

Work Schedule and Travel:

• The role demands flexibility to accommodate rotating shifts between the Global Response Center in Phoenix and the MedLink Call Center at Good Samaritan Medical Center as operational needs dictate.
• Work is conducted in a 24/7 call center environment that operates 365 days a year, requiring availability for day and night shifts, approximately three shifts per week, with possible schedule variations to meet demand.

Overall, candidates should be prepared to embrace a dynamic work context requiring adaptability, resilience, and commitment to delivering reliable assistance services worldwide.