Customer Assistance Specialist

Customer Assistance Specialist

137642

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

** What you'll be doing:*
* 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

** What skills and experience you'll bring on this journey:*
* + 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

** Why you'll love working with us!*
* 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…