A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

- International SOS is the world's leading provider of medical assistance, international healthcare, security services, and outsourced customer care. This position is responsible for delivering the range of professional medical services to the Intl.SOS members and to ensure that the team of operations staff are able to deliver services in a professional manner that our members are entitled to.

- To be responsible for the day-to-day management and development of the Medical Operations Case Management.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

- To ensure that on daily basis the cases in Medical Operations are coordinated well between the various sections in the Alarm Centre, in particular during the transmission. This is to ensure that our customers receive a consistently high level of service on a 24hrs basis.

- To ensure that mandated service levels are adhered to on an individual, shift and team basis. To deliver the highest quality of service to members and ensure high customer satisfaction. To establish relationships with customers, learning their likes and dislikes.

- To ensure continuity of services to Intl.SOS members by manning the telephone and other communication systems in the manner described in the Intl. SOS procedure manual and communicate all file information to all relevant parties.

- To document all manners related to each request for assistance using the forms and systems made available by the company to ensure continuity of service 24hrs per day.

- To deal with specific programs as described in the appropriate Medical Operations Procedures. To contribute to the financial viability of the company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by securing payment prior to delivery of services to non-members.

- Assist in the expansion of the Intl. SOS network by extracting all relevant information on new service providers from the case files and channel this information to Global Assistance Network Team.

- Maintain a conducive environment in the Alarm Center for the delivery of 24hrs services by keeping all stationary readily available at each work station, filing the emergency procedures, operations procedures, bordereaux, and referral data base in a systematic and easy retrievable manner, keep all office equipment in good working order and report any defects to the HR/Admin manager immediately.

- Stimulate team work with all departments of Intl. SOS New Delhi and staff in the other Intl. SOS Alarm Centers and other Intl. SOS businesses by cooperating in a professional manner during the case handling.

- Resourceful in using the internet and other channels to source for information and services competency.

- Protect all customers personal data at all times and escalate when there is an incident.

- Cultivate the Intl. SOS network of service providers and correspondents by building and maintaining a professional working relationship with them in the course of case handling.

Other Duties :

- To work within and adhere to all International SOS's policies and procedures.

- To stimulate team work with all departments.

- To carry out any other reasonable duties as requested by the line manager and other senior management members.

- To work as per the roster of the duties to fulfill the needs of the post.

- To be on-call as directed by the reporting manager and give advice to callers accordingly.

C. Job Profile :

- Relevant experience in the Customer Service Industry preferably from Travel, Tourism, Hospitality,

- Retail, Hospital, Hotel/ Guest Services.

- Ability to work independently and perform well with little supervision. Able to work in a calm, logical and professional manner at all times. Good customer service management skills.

- Good organizational and administrative skills.

- Be detail oriented and collect all required data to ensure that the highest standards of service are met.

- Have excellent computer skills; proficient in using the internet for information gathering; i.e. words, excel.

- Good telephonic etiquette.

Required Competencies (Critical behaviors necessary to successfully perform the job)

Customer orientation :

- Actively listens and seeks information, identifies customer/client need and checks understanding, builds rapport, develops relationships with key customers/clients, confidence in building relationships at all levels.

Communication :

- Excellent written & oral communication in English is a must; good knowledge of local language.

- Actively listens, checks understanding uses language and tone appropriate for the audience, expresses ideas clearly and logically, builds rapport and manages the emotions of self and others.

Attention to detail :

- Follows established procedure, develops systems to check accuracy such as checklists, and uses quality assurance techniques.

Teamwork :

- Actively encourages a team culture, performs own team duties responsibly and effectively, builds trust and supports team members.

Result orientation :

- Effectively achieves realistic goals, monitors own progress and assesses quality, develops and follows action plans, seeks feedback and modifies accordingly.

Initiative and Innovation :

- Proactive generate creative solutions, uses different approaches to resolve issues, generates ideas for improvement, and takes productive action without being asked.

Ability to work under pressure :

- Maintains performance under pressure; manages stress, identifies ways to reduce work stress, uses appropriate coping mechanisms.

Adaptability :

- Successful performance in changing environments, positive attitude to change, willing to use new techniques; modifies behavior successfully in response to change.

- Up to 2 years experience in customer service industry.

- Minimum graduate (any stream).

- English and local language (usually Hindi).

- As and when required.

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