International Customer Service Adviser

1 week ago

Melbourne, Victoria, Australia Healix Full time $60,000 - $80,000 per year

Broken Leg in Thailand

Food poisoning in Peru

Heart attack in Beijing

Road collision in Korea

Incidents involving real people, impacting real lives.

Working as part of a fast paced and diverse team, our International Operations Coordinators support and advise our members when they require assistance for medical, security, and travel situations that may arise anywhere in the world.  We ensure members receive all the care they require by guiding them through the appropriate processes and, in liaison with a range of professionals, put care plans in place.

No two days are the same  If you thrive under pressure and have travel experience we're looking for you. This is a Melbourne based role where you can make a real difference to our customers.

We are looking for a polite and empathetic International Operations Coordinator who can deliver high levels of customer service, use common sense to problem solve and work calmly under pressure while paying attention to detail. Experience within medical or travel assistance is highly desired.

Key Activities of an International Advisor

  • Identifying callers' needs and eligibility through effective questioning and listening, whilst accurately capturing all relevant information
  • Creating case files that provide a synopsis of each situation
  • Speaking to worldwide international medical providers to coordinate both emergency and non emergency care
  • Providing advice to customers and guiding them through the required processes
  • Utilising the correct resources and providing the most appropriate and cost-effective solution in line with company and client policies and procedures
  • Obtaining information from third parties to expedite case assessment
  • Escalating any urgent or high risk cases to Senior Coordinators, Team Leaders and Operations Managers immediately

The role is shift based and involves providing cover Monday - Sunday including bank holidays and weekends.

What we offer

The Healix culture is warm and friendly, we are proud of our working environment and our loyal and dedicated employees.  We employ high quality and experienced professionals from within the medical, travel and assistance professions.

Employer questions

Your application will include the following questions:

  • Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)
  • Which of the following statements best describes your right to work in New Zealand?
  • Do you have customer service experience?

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