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 that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

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, prioritising 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, prioritise 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).
• The ability to work 8pm-6am 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, 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.
• We respect diversity and embrace it, welcoming you to bring your whole self to work.

Pay and Schedule

This position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday, and an additional $3/hour Saturdays and Sundays between the hours of 7pm-7am.

Benefits

• Job flexibility.
• Career growth opportunities.
• Regular annual and personal leave benefits.
• Volunteer leave.
• A comprehensive paid parental leave scheme.
• A competitive high-deductible health plan.
• EAP programs and access to health and well-being activities.
• A 401(k) program with employer matching.

Schedule

This role is available on a 2-day in-office and 3-day remote schedule, with shifts from 8pm-6am, including rotating weekends.