Global Operations Coordinator
vor 4 Wochen
Crisis24 is a leading integrated risk management, crisis response, consulting, and global protective solutions firm. We serve the world's most influential people, disruptive brands, and prominent organizations.
Job DescriptionWe are seeking a Global Operations Coordinator to join our team in Konstanz, Germany. As a Global Operations Coordinator, you will be part of a global first-call capability handling all inbound contact via calls and email from our international network. You will also serve as the primary point of contact and expert for our German clients.
Key Responsibilities- Manage all contact into the Crisis24 Global Operations Centre professionally and in line with company protocols.
- Handle inbound and outbound call handling and triage, email handling, case management, client and stakeholder liaison.
- Adhere to telephony, email and case handling Service Level Agreements.
- Open all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols as well as integrity of data captured.
- Seamlessly triage calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders.
- Open and manage queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases through to closure, escalating to Medical and Security Specialist teams in line with Standard Operating Procedures (SOPs) for ongoing management.
- Monitor and manage the 24/7 email inbox.
- Manage claims and billing queries (calls and emails).
- Support in preparing monthly reports and case management reports to document actions undertaken for clients as well as updating dedicated client SOPs.
- Support efficiency by closing suitable GOC cases and assisting with case management and closure for the Medical Specialist team.
- Be responsive and empathetic to the needs of clients, customers and colleagues.
- Take a proactive approach to information security and report any information security incidents or potential information security threats to the Information Security Officer.
- Utilise platforms to monitor events and action at risk notifications, monitor and react to system notifications and customer messages, and alert client POCs according to protocols.
- You are enthusiastic about current world events and are either motivated to make a career change by familiarizing yourself with new subject areas, or you have already gained experience as a dispatcher in emergency call centers, in the Medical and Security Assistance, insurance or in telephone customer service environments.
- You have excellent proficiency in both German and English (at least C1 level in both languages), French is a plus. All additional languages are an advantage.
- You enjoy engaging with people, taking inbound calls, making outbound calls, and you are empathetic.
- Your strong communication skills enable you to communicate openly, professionally and clearly at all times.
- Unfamiliar or labour-intensive situations do not intimidate you, but drive you to peak performance. You show an ability to work well under pressure combined with effective time management and the ability to prioritize workload.
- You are motivated, resilient, and see working in shifts as an interesting and diverse way to structure your working hours.
- You have the ability to quickly familiarise yourself with dynamic, fast-changing situations, act appropriately and respond in a solution-oriented manner while gaining a solid understanding of Crisis24 service offerings.
- You enjoy working in a technology- and process-based environment and are highly motivated to constantly improve your understanding, viewing changes as positive.
In addition to working in an international environment with exciting subject matters, a unique combination of technical expertise and advanced data processing technology and modern work equipment, we offer the following benefits:
- Bonuses based on the overall success of the company.
- Company pension scheme.
- Further training opportunities.
- Possibility of a Hansefit membership.
- Coffee as much as you like as well as a fruit basket and subsidized lunch.
- Team-building measures in everyday working life such as internal table football tournaments, joint BBQs and breakfasts.
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.
Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.
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