Bilingual (Mandarin Speaking) International Operations Specialist

GET ONBOARD AND LAUNCH YOUR CAREER WITH INTERNATIONAL SOS!We are looking for Bilingual Mandarin Speaking Professionals to join our team at our Feasterville-Trevose office. Day shift, 3 days x 13 hour shifts supporting our clients located in Eastern Asia.ABOUT USWe are in the business of saving and protecting lives, when involved in medical or security situations.International SOS is a pioneer and leader in International Health & Security Risk Management. We have 13,000 security, medical, logistics and digital experts standing by to provide support and assistance from over 1,000 locations in 90 countries.We have an exciting opportunity for you to join a unique and growing multinational company. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.With over 5,400 medical professionals, 27 assistance centres, 200 strong dedicated full time security team, 53 clinics and 104,400 accredited providers, we deliver invaluable local knowledge and expertise on a global scale.WHAT WOULD YOUR RESPONSIBILITIES BE:The International Operations Specialist is responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers.Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented.Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.The International Operations Specialist is also responsible for providing an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members.Among other things, the International Operations Specialist (IOS) is responsible for:• Providing operations and logistics expertise in the understanding and fulfillment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.• Probing clients and subscribers who contact the Assistance Centre to ensure that the request for assistance is understood and acted upon in every instance.• Ensuring continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later• Documenting all matters relating to these requests using the telecommunication and computer systems made available by the organisation.• Coordinating cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures.• Providing fully comprehensive billing information together with cost estimates where relevant – securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment.• Ensuring that cases are correctly prepared for hand-over to the billing department.• Managing an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.• Managing cases with sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.WHAT ARE THE REQUIREMENTS:Required Work Experience• At least 1 – 2 years of experience in logistics and customer service is required.• Experience working in logistics, travel and/or healthcare sector is desirable.• Experience in phone based or BPO environment is desirable.• Experience of working in a fast-paced, demanding environment.Required Qualification• Minimum HSC or Higher Diploma or equivalentRequired Languages• Excellent written and spoken English language.• Speak and understand Mandarin language• Other language proficiency (Chinese) desirable.We offer:• Good salary package• Fully sponsored medical coverage• Private pension plan• Inspiring working environment with lots of career growth opportunities.• Training and development required to succeed.• Opportunity to team up with great professionals to deliver.Interested to join our team? - We encourage you to apply by submitting your updated resume/CVTo discover how you could make a difference, every day, visit: internationalsos.com/careers