Who We Are Looking For

Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, and expatriates across the world, supporting our clients to manage the risk to their global travelling populations and domestic workforces. As a Global Operations Coordinator (GOC), you are part of the Global Operations Centre's first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and face of Crisis24, responsible for professionally and efficiently assisting those who contact us.

To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively.

What You Will Work On

Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to):

Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison
As the initial face of Crisis24, you are an ambassador for professional customer service delivery and operational excellence
Adhering to telephony, email and case handling Service Level Agreements
Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and the integrity of data captured
Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
Monitoring and managing the 24/7 email inbox
Managing claims and billing queries (calls and emails)
Updating dedicated client SOPs and returning to the client/account manager
Prepares case management reports for clients to document actions undertaken
Prepares monthly reports for clients to be sent by the 10th business day of each month
Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
Supporting case management and closure on the Medical Specialist team's agenda
Be responsive and empathetic to the needs of clients, customers and colleagues
Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer

Who You Will Work With

You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, and data.

The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management.

Internally, you will work closely with the Crisis24 medical team, Medical Operations Specialists and Security Operations Specialists.

What You Will Bring

Professional communication skills- verbal, written and interpersonal
Enjoys engaging with people, taking inbound calls, and making outbound calls, and is empathetic
Ability to work well under pressure in a fast-paced environment and multitask
Effective time management and the ability to prioritise workload
Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding