Emergency Call Centre Case Manager

Job Description

Job Category: Call Centre and Customer Service, Hospitality, Travel & Tourism, Insurance & Superannuation Job Description Are you ready for an adventure in Travel Assistance? At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling. Our extensive experience in global travel risk management positions us as the go-to choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most. So, what’s our mission? Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe. So, what’s the job? Our Travel Assistance Case Managers are responsible for providing our customers with the after care and logistical problem solving support they need when something goes wrong in their travels. High-performing, empathetic and driven, our Case Managers are great at what they do: bringing travellers home safe or helping them continue on with their travels as needed. In this role: You’ll be taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency, you’ll be there to help solve their problem. You’ll be focused on providing a great experience every time – whether for the traveller, family member or provider. You’ll use your critical thinking and problem-solving skills to provide tailored advice to real-world problems. You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case. You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies. You’ll facilitate the payment and guarantee of facility and any required vendor bills. You’ll help travellers understand the services we are there to support them with. And what are we looking for? We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically – if you’re willing to learn, we will teach you everything you need to know. You’ll have great interpersonal skills and know how to look after travellers and respond with empathy. You’ll have strong problem-solving and decision-making skills and can follow processes to provide quick and accurate assistance. You’ll thrive in a fast-paced, dynamic environment and be open to change. You’ll have great conflict resolution skills to help customers in stressful situations. You’ll need to be available to work a rotating roster (eight 10-hour shifts/fortnight) between 7AM – 9PM. More than anything else, you’ll have a passion for helping others. So, why choose us? We value optimism, caring, togetherness, reliability and determination. We have more than 2600 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission 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 work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight. Career growth: We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business! 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 anniversary leave, volunteer leave and a comprehensive paid parental leave scheme. Travel and work with us: We’ll help you keep travelling in your career, oh and quite literally with free travel insurance. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today! Diversity and inclusion: We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are. APPLY TODAY AND LET’S GO GREAT PLACES TOGETHER! #J-18808-Ljbffr