Global Operations Coordinator

Who We Are Looking ForFor our location in Paris we are currently seeking a Global Operations Coordinator with strong customer skills. Previous experience working in Medical and Security Assistance Insurance contact centre or customer service is candidate is able to fluently communicate in English and in a further European language will be a significant advantage. The candidate will display flexibility and be able to adapt well to an ever-changing requirements may require flexibility in working hours and shift length. You will be required to work 5 days a week with working hours being rostered across 6 days a week Monday to You Will Work OnManaging all elements of Medical and Security Assistance/Emergency Response service delivery professionally in an international setting and in line with company responsibilities include (but not limited to): Inbound & outbound call handling email handling case management diary management customer client and stakeholder the initial face of Crisis24 you are an ambassador for excellent customer service delivery and operational excellenceAdhering to telephony and case handling Service Level all new cases in the Crisis24 case management system ensuring the calls are handled appropriately adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data triaging calls and interface with other teams including Medical Operations Specialists Security Operations Specialists Claims and internal and external stakeholdersOpening and managing queries Pre-Trip and Travel Assistance Medical Advice and Referral and Outpatient cases as far forward to closure escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing managementMonitoring and managing the 24/7 email inboxManaging claims and billing queries (calls and emails)Prepares case management reports for clients to document actions undertakenSupporting efficiencies by closing all suitable Global Operations Coordinator cases on the daySupporting case management and closure on the Medical Specialist teams agendaBe responsive and empathetic to the needs of clients customers and colleaguesTakes a proactive approach to information security and report any information security incidents or potential information security threats to the Information Security OfficerWho You Will Work WithIn this role you will interact with your peers within our Follow-the-Sun model within our global team of medical and security assistance coordinators and coordinate cases. You will also interact with our network team to assist clients in delivering You Will Bring The ability to stay calm and work well under pressure in a busy and fast paced ability to multitask and manage various time management and the abilityto English and French communication skills both verbal and towards customers facing health/security situations overseas clients and ability to take ownership of problems and resolve ability to work in diverse teams with a global mindset including cultural sensitivity language skills and the ability to communicate effectively across borders with both clients and our global network of providers