Bilingual Emergency Call Centre Operator

2 weeks ago

Brisbane, Australia Cover-More Full time

**Description**:
Are you ready to kick start your career in travel assistance?

At World Travel Protection and Cover-More Group, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.

Our extensive experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organisations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.

We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA sounds exciting right?

So, what’s our mission?

Protecting travellers - and supporting those responsible for their safety - is our business. We operate 24 hours a day, seven days a week from our operation centres in Australia, Canada, Malaysia, the UK and the USA, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

Well-travelled, resourceful, and multilingual, our Emergency Call Centre Operators are great at what they do: helping our customers when something goes wrong in their travels. With their own empathetic style and an unwavering commitment to getting our customers the care they need, our team use every ounce of their service, insurance and life experience, every day.

You’ll be delivering a great customer experience every time - whether for the traveller, family member or provider
You’ll help our customers when they get into difficult situations whilst travelling around the world, using your problem-solving skills and providing tailored advice and assistance
You’ll work to keep our customers travelling, or help bring them home
You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call
You’ll be supporting our medical team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, or allied health professional if required
You’ll facilitate the payment and guarantee of hospital bills and any other providers
You’ll help travellers understand their policy provisions
You’ll deliver pre-travel briefs to corporate travellers

And what are we looking for?

We are looking for team members who are enthusiastic about helping people and want variety in their job every single day. We can teach you everything you need to know if you are empathetic and willing to learn so no experience necessary

You’ll be bilingual, ideally with French, German, Spanish, or Italian language skills
You’ll have great interpersonal skills; and know how to look after travellers and respond with empathy
You’ll have strong problem solving and decision-making skills, and can follow processes enabling quick and accurate assistance
You’ll thrive in a fast paced, dynamic environment with a great aptitude for learning
You’ll need to be available to work across a 24/7 rotating roster (eight 10-hour shifts/fortnight)
You’ll have great conflict resolution skills to help customers in stressful situations
More than anything else, you’ll have a passion for helping others

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

**We have more than 1500 employees worldwide**: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach - after an initial training period of 3 months - ensures our employees maintain work-life balance with the flexibility of 2 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships so start planning for

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