Customer Service Executive - English Speaker | Emergency

Pioneer & Leader in International Health & Security Risk Management. Protecting people from health & security threats. Through the provision of high-quality health and security services, we help our clients to maintain a resilient workforce so they can achieve business continuity and productivity. Clients also benefit from meeting their Duty of Care responsibilities.

• To report any injury, hazard or illness as soon as possible to their supervisor.
• Manage cases in line with the key directive of Assist First, Verify Later 
• Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided 
• Demonstrate an understanding of all key clients’ Operations and Billings Procedures 
• Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures 
• Manage cases in line with the key directive of Assist First, Verify Later 
• Manage cases with a view to moving them forward in the best interests of the member and client 
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members and clients. 
• To be the first point of contact for members, end users, clients, service providers and colleagues 
• Ensure incoming calls are answered promptly, appropriately and courteously. 
• Ensure inbound requests are handled in timely efficient manner 
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover 
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients. 
• Escalate cases and requests as per company protocols 
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner. 
• Organise the full range of medical and security services for clients, utilising the internal resources of the company and external correspondents where necessary 
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members. 
• Carry out any other reasonable duties as requested by the manager. 
• Work as part of a 24/7 shift pattern. 
• Participate in the development and maintenance of a safe and healthy workplace. 
• Undertake all mandatory OH&S training as required. 
• Comply with any reasonable instructions, policies, procedures or safe work practices given by the company in adhering to safe work procedures.
• Co-operate with management in its fulfilment of its legislative obligations. 
• Take reasonable care to ensure their own health and safety and the safety of others.

• Customer Service in call centre is preferred.
• Possess at least Diploma in any field.
• Written and spoken English. 
• Able to speak a second language is an advantage
• 12 hours in a shift with 16 work days in a month.