Customer Service Advisor

Description:

Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business.

Our MACs are customer centric, able to demonstrate empathy, are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.

Some of the key responsibilities include:

• Liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances
• Provide practical help and advice to customers who may be distressed or vulnerable
• Coordinate medical assistance and emergency medical travel services for customers
• Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
• Provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
• Ensure all case handling is accurately documented in our system
• Proactively handle escalated calls and ensure complaints are resolved
• Work towards targets and key performance indicators (KPIs) to achieve business objectives