Bilingual Operations Coordinator

Job Profile

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customized security risk management, health, and wellbeing solutions to organizations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organizations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

Essential Job Duties and Responsibilities:

• Provide empathetic quality service to customers
• Update all cases with the appropriate documentation
• Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
• Handle cases and phone calls in an efficient manner, per the company protocols and any client specific Standard Operations Procedures
• Accurately notifies the business as defined by agreed protocol and Standard Operations Procedures
• Acts as the first point of contact for new and existing cases and serves as the voice of the business
• Maintains all cases in accordance with policies and procedures
• Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
• Activates Aspire Lifestyles for Concierge assistance cases
• Ensure the medical team is aware of all actions required during the shift
• Executes proper use of escalation protocol without fail
• Works with Supervisor / Operations Manager and Security staff for all security related issues
• Maintains confidentiality of all patient and/or client information
• Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
• Actively participates in all transmission sessions with input regarding case actions and direction
• Escalates all complaint or perceived complaint cases to the Operations Manager immediately
• Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
• Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.

Required Skills and Knowledge:

• Customer service oriented
• Team player
• Identifies and acts on potential problems and / or difficulties
• Demonstrates effective problem-solving skills and lateral thinking
• Takes initiative, demonstrates responsibility
• Ability to work under pressure, multi-task and prioritize in a timely and effective manner
• Ability to write, speak and listen effectively

Required Competencies:

• Customer Focused
• Good Communication Skills
• Problem Solver
• Has a Drive for Results
• Business Focused
• Shows Teamwork & Collaboration

Required Work Experience:

• Customer Service
• Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO

Required Languages:

• Fluent English
• Fluent Spanish
• Fluency or proficiency in any other language is preferred

Travel Rotation/Rotation Requirements:

• Occasional domestic and or international travel may be required
• Must have or be willing to obtain a Passport

By joining International SOS, you will contribute to a global network dedicated to protecting people and organizations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!