Customer Service Coordinator (24 / 7 Call Center)

Overview

Being a Customer Service Coordinator at our Assistance Company, Swan International Assistance is an exciting, challenging and career developing role.

To be successful as a Customer Service Coordinator, the candidate must have good interpersonal skills to understand customers’ inquiries or complaints and deal effectively with Clients who may be worried, frustrated, or angry. As a Customer Service Coordinator, one must be able to learn quickly so they can acquire the product knowledge to answer customers’ questions accurately and provide appropriate service. The Customer Service Coordinator must also have a good knowledge of telephone and computer systems to use call center systems efficiently.

Swan International Assistance handles calls for clients on behalf of insurance companies, mainly for Travel Assistance, Medical Assistance, Personal Accidents, and more, as well as other services.

Successful candidates must be able to work under stress, handle First Call, get client details, and apply the right contract / service to the query.

Duties and Responsibilities

• First-Call Resolution : Quickly and effectively resolve customer issues on the first call, following company procedures to provide top-notch service.
• Case Management : Open, manage, and process customer cases, including claims and medical reimbursements, ensuring all information is accurately recorded and followed up on.
• Collaboration and Reporting : Work closely with team leaders and supervisors to escalate complex cases and generate necessary reports for management.
• Process Adherence : Consistently follow company policies and procedures for all tasks, from handling documents to attending scheduled shifts and training sessions.
• Client Satisfaction : Actively seek client feedback to improve service quality and contribute to team performance goals.

This role requires a proactive and detail-oriented individual who can manage multiple tasks while providing exceptional support to our clients.

Main Areas

Qualifications

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