About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">About the Role</H2> </div><div><div> <p>Are you energized by fast-paced environments and motivated by the opportunity to make a real difference in people’s lives?</p> <p> </p> <p>International SOS is seeking a dedicated <strong>International Operations Specialist</strong> to join our Assistance Centre team. In this role, you will support clients worldwide by coordinating medical, security, and logistical assistance with care, precision, and urgency.</p> <p> </p> <p>You’ll be at the heart of our mission—helping people during emergencies and providing exceptional service when they need it most.</p> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What You Will Do</H2> </div><div><div> <p> </p> <p><strong>Service Delivery & Case Management</strong></p> <ul> <li>Handle medical, security, and travel-related assistance requests from global clients.</li> <li>Apply the principle of Assist First, Verify Later to ensure swift, empathetic support.</li> <li>Coordinate services using internal resources and global partner networks.</li> <li>Communicate updates, progress, and instructions clearly to all stakeholders.</li> <li>Maintain accurate case documentation using internal systems.</li> </ul> <p><strong>Customer Experience</strong></p> <ul> <li>Deliver exceptional service with professionalism, empathy, and attention to detail.</li> <li>Seek feedback, identify service gaps, and escalate improvement opportunities.</li> <li>Manage sensitive situations with calmness and sound judgment.</li> </ul> <p><strong>Operational Excellence</strong></p> <ul> <li>Prioritize multiple cases effectively in a dynamic, high-volume environment.</li> <li>Ensure complete and accurate billing information for each case.</li> <li>Work collaboratively with medical teams, security specialists, and operations colleagues.</li> </ul> <p><strong>Teamwork & Compliance</strong></p> <ul> <li>Foster positive working relationships across global Assistance Centres.</li> <li>Support Occupational Health & Safety initiatives.</li> <li>Participate in ongoing training and skill development.</li> </ul> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What You Bring</H2> </div><div><div> <p> </p> <p><strong>Skills & Knowledge</strong></p> <ul> <li>Strong operations, logistics, and customer service abilities.</li> <li>Excellent multitasking skills; able to manage several cases simultaneously.</li> <li>Strong situational awareness and problem-solving capability.</li> <li>Clear and confident communication—both written and verbal.</li> <li>Competence in Microsoft Office and contemporary digital tools.</li> </ul> <p><strong>Competencies</strong></p> <ul> <li>High ethics, integrity, and commitment to quality.</li> <li>Strong attention to detail and operational discipline.</li> <li>Agility, responsiveness, and resilience under pressure.</li> <li>Team-oriented mindset and ability to collaborate effectively.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>1–2 years’ experience in customer service, logistics, emergency coordination, or similar fields.</li> <li>Experience in travel, healthcare, insurance, call centre, or dispatch environments is an advantage.</li> <li>Familiarity with CRM or case management systems.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Diploma with minimum 2 years of work experience <strong>or</strong></li> <li>Bachelor’s degree in any discipline.</li> <li>Preferred: Nursing, paramedical, or healthcare-related fields.</li> </ul> <p><strong>Languages</strong></p> <ul> <li>Excellent written and spoken English.</li> </ul> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What we offer</H2> </div><div><ul> <li> <p>Comprehensive 12-16 weeks induction group training, a mix of classroom and on the job training, buddy system and mentoring.</p> </li> <li> <p>Supportive, collaborative & friendly team culture</p> </li> <li> <p>Structured remuneration and progression program, enabling you to grow your career within a global organization</p> </li> <li> <p>Exposure to the latest global medical and security updates and trends</p> </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Working Hours & Shift Requirements</H2> </div><div><div> <ul> <li>13-hour shifts:<br>Day Shift: 8:00 AM – 9:00 PM<br>Night Shift: 8:00 PM – 9:00 AM</li> <li>16 working shifts per month (monthly roster)</li> <li>100% Work From Office: No hybrid or WFH option. All duties are performed onsite in the Assistance Centre.</li> <li>Roster-based scheduling: Required to work on weekends and Malaysian Public Holidays as part of the rotation.</li> <li>Overtime: Extra shifts may be required based on business needs.</li> </ul> </div></div></div></div>