Customer Assistance Specialist

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137642

About Travel Guard

This role is part of our Travel Guard team. 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 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 6pm-4am with rotating weekends (4 day x 10 hour shifts)
• Position includes a shift differential of $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 have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility
. 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.

Career growth
. 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.

Take the time you need, for you and your community
. 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.

Investing in your health and your future. We…