French Speaking Customer Service Agent at International SOS

Purpose Of The Job

There are several levels of Customer Service Executives, which are determined based upon accumulation of knowledge & skills and proficiency in handling increasingly complex types of cases. To ensure that the clients and members of International SOS receive the highest quality of assistance each and every time they contact our organization, by answering all requests for assistance in a timely and professional manner and according to defined protocols.

(Please note: This is a 24 hour operating platform, which requires shift work.

The ability to speak FRENCH is mandatory.)

Key Responsibilities

• Provide empathetic, quality service to our customers.
• Update all cases with the appropriate documentation.
• Handle cases and phone calls in an efficient manner, as for company protocol and client specific
•  Accurately notifies client as defined by company protocol and client specific Standard Operation Procedures.
• Acts as the first point of contact for new and existing cases and serves as the voice of International SOS for our clients.
• Maintains all cases in accordance with company policies and procedures.
• Ensure the Doctor on the platform is aware of all medical reports and actions required during the shift
• Executes proper use of escalation protocol without fail
• Works with Supervisor / Operations Manager and Security staff for all security related issues
• Maintains confidentiality of all patient and/or client information
• Escalates all complaint or perceived complaint cases to the Operations Supervisor immediately
• Action all incoming tasks, faxes, emails and correspondence pertaining to active and/or closed cases
• Maintain open communication when dealing with case management
• Adhere to company policies and procedures at all times, regardless of shift being worked
• Assist with the training of new starters by mentoring them during their training program
• Comply within our established service recovery protocol

Skills and Knowledge

• Demonstrates accountability, confidentiality and ability to handle client related funding
• Working knowledge of Customer Relationship Management technology
• Computer literacy is essential
• Proficient communication skills
• Problem Solving skills
• General knowledge of world geography but particularly Sub-Saharan Africa desirable

Minimum Requirements

• Tertiary Qualification mandatory
• Preferably 1 year experience in a general Customer Service focused environment
• Fluent, written and spoken English is an explicit requirement of the role.
• Fluency in French is mandatory.