Assistance coordinator with Italian language

Become a member of a team of specialists helping travellers worldwide in uncomfortable situations. You would work closely with our medical and transport team. The main task is daily contact with our clients abroad, hospitals, airline companies, tour operators etc.

We are currently looking for Portuguese-speaking individuals to strengthen our Prague-based teams.

Main responsibilities:

• Handle any inbound or outbound communication related to assistance. These communications can be with a policyholder, medical and technical providers, agents, customers and other Euro-Center Offices.
• Register all communications and take action in the systems provided by the company (Globo, Outlook, telephone system and others)
• Register and adjust reserves for services requested when necessary, up to the authorised financial limit.
• Coordinate all logistic arrangements adequately locally and internationally.
• Coordination with the Medical Team according to Euro-Center’s escalation process
• Have a good knowledge of all products, and be able to fast, and efficiently check policy terms and conditions required for the case.
• Understanding the available provider network and identifying preferred providers in different countries is important for an ongoing case.
• Follow the customers’ guidelines and Service Level Agreements (SLA) according to Euro-Center’s regulations and GDPR Instructions.
• Work in close coordination with his/her senior colleagues (senior coordinator, team leaders)
• Upon AC and EC management request, to conduct other functions related to the assistance center activity

Requirements:

• Native or Advanced (level C1) knowledge of Italian
• Advanced English - it is our intercompany language
• Any other language is a big advantage
• Experience in working in customer service is an advantage
• Empathy towards customers
• Good level of organization, multi-tasking and effective time management
• Flexible and fast thinking, coolheaded in stressful situations
• Ability to analyse a situation and find a solution
• Time flexibility (work in shifts 24/7) - possible 40% of working time work from HOME OFFICE after the probation period
• Important: Work and residence permit in the Czech Republic