International Customer Service Coordinator – Ispanish

Skills: English and Spanish spoken, Customer Service / call centre experience, Time Management, Organisation, graduate calibre
Hours: 35 hours a week on a full shift basis including weekends hours between 7:00 and 21:00. Due to the nature of this position, hours may change in line with the needs of the business

The world’s leading company for Insurance, Assistance and Personal Services, they pride themselves in looking after their customers 24/7, 365 days a year.

The customer could be a traveller who has lost their luggage. Or a driver of an automobile that has broken down in the desert. Or maybe someone who can no longer attend a concert they have tickets for, or their roof was damaged in a storm. Perhaps someone who has broken their leg in a ski accident, lost their job, or an elderly person with a chronic illness.

For as many different possibilities and scenarios as there are people, this company can help their customers out of a situation, across the world, around the corner, or in their own home.

Their job is to provide the customer, via their travel agent, car dealer, bank or insurance company, with fast, caring, quality services whenever the customer need them, wherever they are.

The Role

To provide an efficient, professional and proactive response to requests for medical assistance by delivering cost effective and customer focused solutions. To apply cost containment and case management principles at all times.
Main Duties:

• Handle all calls in a prompt, polite and professional manner at all times with empathy and customer focus.
• Actively communicate with all parties on a regular basis until case closure.
• To work closely with the in house medical team to ensure the timely, most appropriate medical case management.
• Provide specialist linguist support where appropriate.
• Utilise the correct resources and provide the most appropriate and cost effective assistance solutions in line with company procedures and underwriting policy.
• To work closely with the in house medical team to ensure the timely, most appropriate medical case management.
• Monitor all aspects of the assistance to ensure that all services are provided at the agreed time and that the customer, client and or family member is kept fully appraised of the progress.
• Capture all relevant information accurately and identify recovery opportunities at the earliest stage of the case.
• Ensure high risk, high profile and Third World assistance cases are referred to the duty Team Manager or Department Manager immediately.
• Ensure any service failure is reported to the duty Team Manager or Department Manager immediately.
• Notify Clients of assistance cases within the agreed timescales.
• To ensure that all appropriate checks are made to validate eligibility to service.
• Ensure cost containment providers and correspondents are utilised appropriately and in line with department and underwriting guidelines.

The Person

Proven call centre or travel industry experience is essential to be successful within this role; you will also have proven experience of providing excellent customer service within a pressurised environment. Should you possess experience of living and, or travelling abroad this would be highly beneficial. You must have excellent command of the English language, as well as, fluency in Spanish
• Good standard of general education
• Good verbal and written communication
• Fluency in one or two other European languages would be beneficial
• Strong Geography knowledge
• Empathy
• Lateral thinker
• Excellent listening skills
• Excellent communication skills
• Team player
• Flexible
• Adaptable to change
• Enthusiastic
• Patient

You will live within a 60 minute commute or reside no more than 5 miles radius form the offices in Croydon.
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Keywords; English and Spanish spoken, Customer Service / call centre experience, Time Management, Organisation, graduate calibre, travel.
Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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