International Assistance Coordinator (Mumbai)

Roles & responsibility:

Open to work in rotating shifts.

Ability to speak in English and Hindi

Resolve customer queries on calls and e-mails, complaints, problems and transactions coherent with agreed service standards and EUROP ASSISTANCE policies.

Implement policies and procedures related to the flow of information and systems used within the operation.

Establish & constantly strive to increase standards of performance for the operation

Co-ordinate with the client and the relevant departments towards resolution of customers case

Duties/Responsibilities:

Maintain information security as per the guidelines of the company

Educate clients on care program/policies and assist with registration of case

Strong analytical ability to resolve complex cases, gather & interpret data from different sources

Ability to make informed decisions

Ability to handle sensitive & confidential information

Place outgoing calls to providers to check care availability and schedule appropriate care

Coordinate service requests between customers, providers & internal operations team from first call to case closure

Follow communication/update expectations with clients, in accordance with the EUROP ASSISTANCE policies & others as agreed upon