Customer Service Executive ( Night Shift Is Required, Prefer Male)

Reports Functionally To : Assistant Operations Manager
Reports Administratively To : Assistant Operations Manager
A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)
To ensure that the clients and members of International SOS receive the highest quality service and care each and every time they contact our organization.
To be responsible for the day-to-day management and development of the Medical Operations Case Management.
To satisfy the needs of callers efficiently and professionally during the first call, promoting a positive image of International SOS.
B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

1. Provide empathetic, quality service to our customers.
2. Record all new cases/calls in New Case system.
3. Update all cases with the appropriate plan of action tasks.
4. Handle all cases and phone calls in an efficient and professional manner.
5. Act as the first point of contact for new and existing cases from our clients.
6. Maintain all cases in accordance with company policies and procedures.
7. Answer all incoming calls professionally and according to established protocols, transfer all medical calls as appropriate to the Coordinating Doctor (CD).
8. Ensure the CD is aware of all medical reports and actions required during the shift.
9. Report to Assistant/Operations Manager/ Coordinating Doctor any cases which may result of a possible complaint or non-positive feedback.
10. Maintain the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift.
11. Actively participate in transmission session and providing input regarding case actions and direction.
12. Provide relevant information in accordance with operations procedures that are required by other departments relating to case management.
13. Professionally & effectively use the case management system for all in/out-bound tasks and actions as per operating procedures.
14. Use professionally appropriate templates, and ensure high quality control of all outgoing documentation to the Clients.
15. Take action for all incoming tasks, faxes, emails and correspondence pertaining to active and/or closed cases.
16. Escalate potential private cases to the Assistant /Operations Manager, or designee on duty.
17. Maintain open communication lines with Coordinators, Assistant /Operations Manager, Coordinating Doctors, Clients and other International SOS Assistance Centre staff when dealing with case management.
18. Adhere to company policies and procedures, including during afterhours.
19. Assist with the training of new CSEs by “buddying” with them during their training program.
20. Adhere to service level standards to maximize performance



SPECIFIC RESPONSIBILITIES / OBJECTIVES
1. Ensure continuity of services to Intl. SOS Clients by manning the telephone and other communication systems in the manner described in the Intl. SOS procedure manual and communicate all files
2. Update information to all relevant parties.
3. Document all manners related to each request for assistance using the forms and systems made available by the company to ensure continuity of service 24 H per day.
4. Deal with specific programs as described in the appropriate Medical Operations Procedures
5. Contribute to the financial viability of the company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by securing payment prior to delivery of services to non-members.
6. Assist in the expansion of the Intl. SOS network by extracting all relevant information on new service providers from the case files and channel this information to Global Assistance Network Team.
7. Maintain a conducive environment in the Assistance Centre for the delivery of 24 H services by keeping all stationary readily available at each work station, filing the emergency procedures, operations procedures, bordereaux, and referral data base in a systematic and easy retrievable manner, keep all office equipment in good working order and report any defects to the HR/Admin manager immediately.
8. Cultivate the Intl. SOS network of service providers and correspondents by building and maintaining a professional working relationship with them in the course of the case handling.
9. Stimulate team work with all departments of Intl. SOS Vietnam and staff in the other Intl. SOS Assistance Centres and other Intl. SOS businesses by cooperating in a professional manner during the case handling.
10. Handle outgoing phone in a timely manner, as per commitments stated in the SOP’s for Assistance Centre for Vietnam.
11. Act as the first point of contact for our clients, providing them with the solutions they request.
12. Answer all incoming calls promptly and appropriately and transfer all medical calls as appropriate to the CD.
13. Provide relevant information in accordance with operation procedures that are required by other departments relating to caller request.
14. Provide information about the services which International SOS offers to our clients.
15. Escalate potential private and/ corporate cases evacuation, repatriation or repatriation of mortal remains as appropriate (e.g. any requests or enquiries).
16. Maintain open communication lines with Coordinators, Managers, Coordinating Doctors, Clients and other International SOS staff when dealing with caller requests.
17. Comply within a service recovery protocol, ensuring that complaints (and compliments) are recorded, escalated and actioned appropriately.
18. Fulfil all shifts in an efficient and timely manner, maintaining professional working relationships with colleagues within all other departments.
19. Check billing documents before sending to Accounting Dept. for billing.
20. Meet service level standards to maximize performance.
21. Strictly follow the SOS POP’s for all types of clients utilizing the International SOS services.
22. Strictly adhere to all call answering protocols and escalation procedures for AC in Vietnam.
23. Maintains confidentiality of all clients and International SOS business.
24. Notifies supervisor or Senior Management staff when an issue, incident or accident arises with a client or staff
25. Assessing and reporting any problems with the program or hardware to IT Help Desk or other member of management, if IT are not available.
26. Be available to work any shift according to Roster requirements.
27. Supporting colleagues in the event of an incident.
28. Comply with company Policies and Procedures.
29. Demonstrate effective teamwork, good communication and cooperation with all other department ( Marketing, Finance, Administrative department, Medical Services, HR etc.,)
30. Support quality control and contribute to maintenance of the high-quality standards of all aspects of AC operations as per AC Quality Control Policy and Procedures.
31. Report accidents and incidents immediately to Assistant /Operations Manager and submit the appropriate Incident Report Form.
32. Maintain safety policy and environmentally friendly facility at all times.
33. Maintain discipline and ensure compliance with Company Disciplinary procedures with regards safety in the office at all time.
34. Attends training and meetings as and when required (attends min 80% ).
35. To carry out any other reasonable duties as required by the Assistant /Operations Manager.

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)
• A level of English language competency necessary to perform this role safely and effectively.
• Good computer skill in basic Microsoft offices i.e. words, excel, outlook.
• Good typing skill.
• Good understanding and usage of the New Case System (Magellan).
Required Competencies (Critical behaviours necessary to successfully perform the job)
• Action oriented
• Customer focused
• Quality focused
• Compassionate & empathetic
• Good customer service management skills
• Good organizational and administrative skills
• Excellent communication skills with the ability to convey an understanding to technical and non-technical users, in addition to the ability to communicate across a wide spectrum of people and backgrounds.
Required Work Experience (Brief description of the job-related experience needed to perform the job)
• Customer Service Background necessary
• 1-3 year experience in customer service industry.
Required Qualifications (Brief description of the educational background needed to perform the job)
• Tertiary Qualifications preferred
Required Languages (Brief description of the language skills needed to perform the job)
• Written and spoken English & Vietnamese languages are essential. Other language skills will be advantageous.
Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
• Minimal except for possible opportunity to be seconded to another International SOS Centre

- High salary and commission
- Health insurance and Social insurance regulated by Vietnam Labor Law
- Professional, dynamic working environment

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