Customer Assistance Coordinator

Where will your career take you next? Let’s find out together.

Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

In this role you’ll be the lifeline for American Express Cardholders navigating unexpected travel emergencies across the world. In this fast-paced, people-focused role, you’ll solve real problems, think creatively, and make a meaningful impact every day – all while building valuable customer service experience in a supportive, global organization.

• Provide a positive experience with American Express cardholders managing inbound and outbound calls
• Assist cardholders with pre-trip planning and during travel aide
• Remain knowledgeable of Travel Guard assistance and service options, including legal, financial, and travel assistance
• Utilize creative and critical thinking skills to provide out-of-the-box solutions
• Effectively multi-task navigating multiple systems while providing exceptional customer service with cardholders
• Accurately document interactions with cardholders in our case management system
• Maintain privacy, compliance and performance standards of Travel Guard and American Express

• A high school diploma or equivalent
• 1-2 years of customer service experience
• Excellent written and verbal communications skills
• Critical and creative thinking skills to think outside of the box to provide solutions for cardholders
• Exceptional attention to detail and accuracy in gathering and entering information
• Ability to effectively manage and prioritize tasks while responding to high-end clientele with professionalism and clarity
• Ability to work either 4am-12pm or 4pm-12am with rotating weekends and holidays
• Shift differential: $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We share a global purpose to look after travellers, at every step of their journey.

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

We offer a competitive high-deductible health plan, EAP programs, and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.

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.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, ensuring we’re there every step of their journey with proactive care, personalised cover, and specialist support.