Customer Assistance Coordinator

About Travel Guard

Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances.

What you’ll be doing:

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs.
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances.
• Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements.
• Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged.
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines.
• Manage multiple cases at once, prioritizing effectively in a dynamic, fast-paced environment.
• Accurately document case details, decisions, and client interactions in case management and policy systems.
• Contribute to a consistently positive, professional, and empathetic experience for every client, even in high-pressure situations.

Skills and experience you’ll bring:

• A High School Diploma or equivalent.
• Experience in customer service, call-centre, healthcare coordination, travel assistance, or another client-facing role.
• Strong verbal communication skills, with the ability to explain information clearly and compassionately.
• The ability to remain calm, empathetic, and professional when supporting people in distress.
• Strong organizational skills and attention to detail, with confidence documenting information accurately and thoroughly.
• The ability to multitask, prioritize competing demands, and follow established processes.
• Good problem-solving skills and the confidence to think through unfamiliar situations.
• A positive, flexible attitude and willingness to learn in a fast-paced environment.
• Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required).
• Ability to work 4pm-2am with rotating weekends.

Why you’ll love working with us!

• We value optimism, caring, togetherness, results-orientation, and forward-thinking.
• We have more than 3000 employees worldwide, with a global purpose to look after travelers, at every step of their journey.
• We offer job flexibility, career growth, and a supportive work environment that empowers growth at every stage of your career.
• We provide regular annual and personal leave benefits, volunteer leave, and a comprehensive paid parental leave scheme.
• We offer a competitive high-deductible health plan, EAP programs, and access to health and well-being activities, along with a 401(k) program with employer matching.
• We respect diversity and embrace it, welcoming you to bring your whole self to work.

Job Flexibility

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career Growth

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Investing in Your Health and Future

We offer a competitive high-deductible health plan, EAP programs, and access to health and well-being activities, along with a 401(k) program with employer matching to help you plan for your future.

Diversity and Inclusion

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.