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We operate 24/7, 365 days a year, so this role involves a rotating shift pattern, including early shifts, late shifts, and weekends. Please ensure shift work fits with your personal commitments before applying or attending an interview.
- Use your customer service skills to make a difference around the world. Join our Medical Assistance team, helping travellers through medical emergencies when they need us most
If you love connecting with people and take pride in providing outstanding customer service, why not bring those skills to a role that’s truly rewarding? Every conversation, every act of kindness, and every helping hand can have a lasting impact on someone’s day. We’re looking for Customer Service Case Managers to join a team where they’re valued, appreciated, and encouraged to grow.
About the Role
As a Customer Service Case Manager in our Medical Assistance team, you’ll be much more than a customer service professional-you’ll be a lifeline for people facing medical emergencies while away from home. Every day, you’ll support customers from around the world during some of the most challenging moments of their lives. Working in real time, you’ll coordinate assistance, provide reassurance, and help people navigate unexpected medical situations with compassion and confidence.
What you will be doing
- Manage a portfolio of medical emergency assistance cases, ensuring they are handled within agreed service standards and timeframes
- Provide timely, compassionate support to customers experiencing medical emergencies around the world
- Proactively review your caseload to ensure cases are progressing, decisions are accurate, and claims are resolved efficiently
- Identify complex or high-risk cases and elevate them to the appropriate teams when required
- Escalating any concerns relating to potential fraud
- Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and CollaborationCustomer Service experience
- Excellent written and verbal English communication skills
- Strong IT competency
- Confidence in decision-making
- Empathy and commitment to enhancing the patient journey
- Strong work ethic and professionalism
- Ability to work the contracted hours and maintain commitment throughout the training period and beyond
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