Cust Svc Rep II

Responsibilities

• Serve as a trusted resource for travelers, delivering real-time support and creative solutions during unexpected travel disruptions while ensuring every interaction reflects a high standard of care and professionalism.
• Multitask across calls, systems, and case management tools to quickly assess needs, coordinate travel solutions, and provide a seamless, reassuring experience from the first point of contact through resolution.
• Handle inbound calls from policyholders regarding their travel related emergencies, including lost luggage tracking, passport and visa replacement, travel rebooking, and pre-trip planning and concierge services.
• Create a positive customer experience over the phone while using knowledge of products and services offered by our assistance team.
• Utilize critical thinking and creative thinking to provide out-of-the-box solutions for policyholders.
• Effectively multi-task by documenting policyholder interactions while communicating over the phone.

Requirements

• High school diploma or equivalent
• 2+ years of providing exceptional customer service
• Excellent written and verbal communication skills
• Effective problem-solving skills
• Proficient in MS Office programs while effectively multi‑tasking

Schedule

Ability to work either 7am - 3pm or 3pm - 11pm, Mon‑Fri with rotating weekends.

Benefits

• We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking.
• More than 3000 employees worldwide.
• Global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals.
• Shared global purpose to look after travellers at every step of their journey.
• Job flexibility: hybrid approach (3 days in the office, 2 days working from home).
• Career growth: rapid global expansion, comprehensive onboarding, continuous professional development, supportive work environment empowering growth.
• Time to take: regular annual and personal leave benefits, volunteer leave, comprehensive paid parental leave scheme.
• Health and future: competitive high‑deductible health plan, EAP programs, access to health and well‑being activities, 401(k) program with employer matching.
• Diversity and inclusion: respect who you are, embrace diversity, welcome you to bring your whole self to work.