Travel Assistance Coordinator

About the role

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 centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

What you’ll be doing:

• 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.

What skills and experience you’ll bring on this journey:

• A 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
• Ability to work 3rd shift (11:30pm-7:30am Mon-Fri with rotating weekends)

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. We are a global group of 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.
• 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.
• We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with 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 401(k) program with employer matching to help you plan for your future.
• 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.