International SOS · 3 months ago
International Operations Specialist
Phoenix, AZ
Full-time
Onsite
Mid LevelInternational SOS is a leader in global medical and travel assistance services, and they are seeking an International Operations Specialist. This role involves managing complex cases related to medical, security, and travel assistance, ensuring high standards of service while coordinating across various departments and locations.
MedicalNon ProfitRisk ManagementSocial AssistanceTravel
Responsibilities
Managing diverse and complex cases for clients, customers, and corporate members with precision and empathy
Processing all requests related to medical, security, and travel assistance in strict accordance with company protocols and quality system procedures
Maintaining up-to-date knowledge of global travel patterns, medical care facilities, and security conditions to contribute to risk mitigation and client safety
Documenting case details accurately and adhering to confidentiality requirements
Continuously improving service delivery through feedback and adherence to quality assurance measures
Qualification
Required
In-depth knowledge of Commercial and Business Aviation, as well as Maritime operational specifics, to tailor assistance effectively
Exceptional interpersonal acumen, enabling clear, compassionate communication with diverse clients under varying stress levels
Adaptability and resilience to handle changing scenarios and evolving protocols within the global assistance landscape
Proficiency in written and verbal communication, with a strong command of English and preference for additional languages to enhance service reach
Heightened cultural sensitivity and awareness, showcasing respect and understanding while working across different languages and traditions
Physical capacity to engage in extended periods of workstation activity while efficiently utilizing communication devices such as telephones, headsets, and computer systems
Advanced computer literacy including the use of multiple monitors and navigation of digital case management tools
Meticulous attention to detail when reviewing client documentation and entering critical data to ensure operational accuracy and compliance
Proven ability to collaborate constructively within cross-functional and multicultural teams to achieve shared objectives
Demonstrated excellence in both conveying and comprehending complex information through clear verbal and written exchanges, essential for accurate case management
Skilled at quickly identifying challenges, analyzing constraints, and implementing practical solutions in high-pressure situations
Competent in prioritizing multiple simultaneous requests and responsibilities to meet tight deadlines without compromising on quality
A strong sense of responsibility, reliability, and professionalism, maintaining composure and decision-making efficacy when under stress
Commitment to delivering exceptional client service by responding attentively and empathetically to client needs, fostering trust and long-term satisfaction
Experienced user of MS Outlook, Word, and Excel with demonstrated typing speed and accuracy, facilitating efficient documentation and communication
Capacity to effectively juggle various technology platforms and communication channels simultaneously to handle complex case coordination
Substantial experience in a high-volume call center environment, preferably within medical assistance, travel support, or emergency response sectors
High school diploma or general education degree (GED) required; further education or certifications related to healthcare, risk management, or customer service is advantageous
Fluency in English is essential to communicate effectively with a global client base
Flexibility to accommodate rotating shifts between the Global Response Center in Phoenix and the MedLink Call Center at Good Samaritan Medical Center as operational needs dictate
Work is conducted in a 24/7 call center environment that operates 365 days a year, requiring availability for day and night shifts, approximately three shifts per week, with possible schedule variations to meet demand
Preferred
Proficiency in additional languages is highly desirable and will enhance the ability to support a diverse range of clients and cross-cultural interactions
Company
International SOS
International SOS is the world’s leading medical and travel security services company.
Founded in 1981
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Cobepa
2007-12-01Series Unknown
Leadership Team
Brian Cheah
Head of Commercial
Recent News
Computer Weekly
2025-10-27
2025-07-11
Company data provided by crunchbase