Operations Specialist

International SOS is seeking an Operations Specialist (Trainee to Level III) to join our team in Delhi, India. In this role, you will be instrumental in delivering global medical and travel assistance services through effective case management. You will process client requests for medical, security assistance, and travel support, adhering strictly to company and department policies and MedAire's quality system procedures. Key responsibilities include receiving, processing, coordinating, and documenting all incoming requests, maintaining strict confidentiality of client information in line with HIPAA, GDPR, and other relevant regulations. You will manage correspondence for active and closed cases, ensure seamless communication with team members, clients, and other International SOS employees, and schedule and confirm customer arrangements while meticulously verifying costs. A critical aspect of this role involves answering incoming calls for new and existing cases promptly, understanding customer needs through effective questioning, and providing a consistently professional and positive service experience that aims to exceed expectations. You will also foster a collaborative and professional attitude with colleagues.

Required Competencies: Demonstrated ability in Teamwork, Effective Communication (verbal and written), Problem Solving, Time Management with the ability to manage multiple priorities, strong Accountability, Customer Focus with at least one year of customer service or response center experience, and proficiency in MS Outlook, Word, and Excel. You will also need strong typing and data entry skills, and the ability to multi-task using multiple computer monitors.

Experience and Qualifications: A graduate in any stream is required, with prior experience in a call center environment being essential. Proficiency in English is mandatory, and a second language is preferred. This role requires flexibility regarding work schedule, as operations run 24/7, and may involve travel and deployment opportunities. The schedule involves working 3 days per week, with potential month-to-month changes.