Customer Assistance Coordinator

About Travel Guard

Travel Guard is a leading travel insurance brand serving millions of leisure and business travelers worldwide. We offer a comprehensive portfolio of travel insurance solutions and global assistance services. Established in 1982, Travel Guard operates service centres across Asia, Europe, and the Americas to provide 24/7 support. In December 2024, Travel Guard became part of Zurich Cover‑More.

As a Medical Assistance Coordinator
, you will provide critical support to travelers experiencing medical issues away from home. Your responsibilities include:

• Taking inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs
• Providing calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances
• Coordinating medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements
• Liaising with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged
• Applying critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines
• Managing multiple cases simultaneously and prioritising effectively in a dynamic, fast‑paced environment
• Accurately documenting case details, decisions, and client interactions in case management and policy systems
• Contributing to a consistently positive, professional, and empathetic experience for every client, even in high‑pressure situations

• High school diploma or equivalent
• Experience in customer service, call centre, healthcare coordination, travel assistance, or another client‑facing role
• Strong verbal communication skills with the ability to explain information clearly and compassionately
• Ability to remain calm, empathetic, and professional when supporting people in distress
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly
• Ability to multitask, prioritise competing demands, and follow established processes
• Good problem‑solving skills and the confidence to think through unfamiliar situations
• A positive, flexible attitude and willingness to learn in a fast‑paced environment
• Medical terminology, healthcare exposure, or multilingual skills (highly regarded but not required)
• Ability to work a 10 pm‑8 am shift with rotating weekends

• Shift differential: $3 per hour from 5 pm‑7 am weeknights, all day on Saturday/Sunday, and an additional $3 per hour on Saturdays and Sundays between 7 pm‑7 am
• Competitive high‑deductible health plan with EAP programs and access to health and well‑being activities
• 401(k) program with employer matching to help you plan for your future
• Regular annual and personal leave benefits, volunteer leave, and a comprehensive paid parental leave scheme
• Hybrid work model: 3 days in the office and 2 days working from home for better work‑life balance

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.