Travel Assistance Coordinator

Where will your career take you next? Let’s find out together. About Travel Guard 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. What you’ll be doing In this role you will serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions while ensuring every interaction reflects a high standard of care and professionalism. You will multitask across calls, systems, and case management tools to quickly assess needs, coordinate travel solutions, and provide a seamless, reassuring experience from the first point of contact through resolution. Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services. Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team. Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders. Effectively multi-task by documenting policyholder interactions while communicating over the phone. What skills and experience you’ll bring on this journey High school diploma or equivalent 2+ years of providing exceptional customer service Excellent written and verbal communication skills Effective problem-solving skills Proficient in MS Office programs while effectively multi-tasking Ability to work 3rd shift (11:30pm-7:30am Mon-Fri with rotating weekends) Why you’ll love working with us We value optimism, caring, togetherness, reliability, 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 travellers, at every step of their journey. Job flexibility 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 a 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. #J-18808-Ljbffr Zurich Cover-More