Customer Assistance Coordinator

Customer Assistance CoordinatorWhere will your career take you next? Let's find out together. This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.Our Medical Assistance Coordinators play a critical role in supporting travelers when they experience medical issues away from home. Whether it's coordinating care, arranging prescriptions, or supporting medical travel, you'll help ensure people get the right assistance at the right time. This is a fast-paced, people-focused role where calm communication, attention to detail, and empathy really matter. You'll be trained to manage real-world medical assistance scenarios while working closely with medical professionals and global service partners.Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs. Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances. Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements. Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged. Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines. Manage multiple cases at once, prioritising effectively in a dynamic, fast-paced environment. Accurately document case details, decisions, and client interactions in case management and policy systems. Contribute to a consistently positive, professional and empathetic experience for every client, even in high-pressure situations.What skills and experience you'll bring on this journey: High School Diploma or equivalent. Experience in customer service, call-centre, healthcare coordination, travel assistance, or another client-facing role. Strong verbal communication skills, with the ability to explain information clearly and compassionately. The ability to remain calm, empathetic, and professional when supporting people in distress. Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly. The ability to multitask, prioritise competing demands, and follow established processes. Good problem-solving skills and the confidence to think through unfamiliar situations. A positive, flexible attitude and willingness to learn in a fast-paced environment. Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required). Ability to work 4pm-2am with rotating weekends. Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am.We value optimism, caring, togetherness, results-orientation, and forward-thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travelers, at every step of their journey. Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home. Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We're committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career. Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme. Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future. Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that's exactly who we're looking for. Apply today and let's go to great places together! At Zurich Cover-More, we're proud to be one of the world's leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, making sure we're there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world's best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world's leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we're redefining what it means to travel safely and with confidence. Whether it's a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.