International Operations Specialist

Purpose:

Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.
To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programs to our members.

Location:

Mexico City Response Centre
Av. Homero 1500,
Piso 1 Despacho 101 Col. Polanco,
Polanco II Secc, Del. Miguel Hidalgo
Ciudad de México
11560

Schedule:

3 days x 13 hour shifts or 4 days shifts. Rotationary, Days and Nights

START DATE:

March 16th 2026

Responsibilities Service Delivery:
Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
Plan and coordinate the full range services for clients, utilizing the internal resources of International SOS and external correspondents where necessary.
Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.

Required Skills and Knowledge
Operations and logistics skills.
Multi tasking and prioritization skills, ability to multi task and handle several requests at the same time, prioritising tasks appropriately.
Customer service skills.
Ability to probe and question to ensure request for assistance is fully understood.
Resilience and ability to work well under pressure.
Attention to detail.
Ability to comprehend a given situation, information and requirements quickly and accurately.
Situational awareness skills, ability to perceive, understand and effectively respond to situation.
Expert communication skills, communicate information and concepts clearly and logically, setting time specific and achievable expectations, verbally and in writing.
Team working skills.
IT literacy and proficiency in the usage of contemporary computer software including Microsoft Outlook and Word.

Required Work Experience
Typically, at least 1 – 2 years of experience in logistics and customer service is required.
Experience working in logistics, travel and/or healthcare sector is desirable.
Experience in phone-based or call centre environment is desirable.

Experience of working in a fast-paced, demanding environment.

Required Qualifications
Educated to a high school diploma or equivalent.
Tertiary level education is desired.

Required Languages
Excellent written and spoken English language, Spanish language