Customer Assistance Coordinator

About Travel Guard

This role is part of our Travel Guard team. 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 that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

• Provide a positive experience with American Express cardholders navigating unexpected travel emergencies across the world.
• Think creatively and provide out-of-the-box solutions to assist cardholders with pre-trip planning and during travel.
• Remain knowledgeable of Travel Guard assistance and service options, including legal, financial, and travel assistance.
• Maintain privacy, compliance, and performance standards of Travel Guard and American Express.
• Accurately document interactions with cardholders in our case management system.

Skills and experience you’ll bring:

• A high school diploma or equivalent.
• 1-2 years of customer service experience.
• Excellent written and verbal communications skills.
• Critical and creative thinking skills to think outside of the box to provide solutions for cardholders.
• Exceptional attention to detail and accuracy in gathering and entering information.
• Ability to effectively manage and prioritize tasks while responding to high-end clientele with professionalism and clarity.
• Ability to work either 4am-12pm or 4pm-12am with rotating weekends and holidays.

Why you’ll love working with us:

• We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.
• We have more than 3000 employees worldwide, including digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals.
• We share a global purpose to look after travellers, at every step of their journey.
• We offer job flexibility, career growth, regular annual and personal leave benefits, volunteer leave, and a comprehensive paid parental leave scheme.
• We provide a competitive high-deductible health plan, EAP programs, access to health and well-being activities, and a 401(k) program with employer matching to help you plan for your future.
• We respect diversity and embrace it, welcoming you to bring your whole self to work.