A leading company renowned for its excellence in assistance coordination, offering top-tier support services and fostering a vibrant, dynamic work culture.
About The Role
In this role, youll drive performance optimisation, ensuring top-tier service quality and adherence to company strategy. You'll oversee staff, refine case handling, manage IT and QA, and control costs, making a significant impact on operational excellence.
Benefits
- Medical Aid: Fully covered for employee and up to two children under 18;
- Retirement Annuity: 10% contribution after probation;
- Annual Bonus: Performance-based;
- 21 Days' Leave;
- Free Parking.
Our client offers a global career in a dynamic, innovative environment where employees make a real impact, enjoy professional growth, and benefit from a supportive culture and competitive benefits.
Responsibilities
- Lead and manage the Assistance Coordinator Teams, ensuring high performance and job satisfaction;
- Oversee daily operations to deliver high-quality service and maintain customer satisfaction;
- Handle operational tasks and staff performance, implementing improvements as necessary;
- Implement best practices and strategic plans to enhance efficiency and service quality;
- Address and resolve complex customer issues effectively and promptly;
- Monitor and report on performance metrics, tracking progress and identifying areas for improvement;
- Manage case and claims processing, including travel and flight insurance claims, ensuring accuracy and compliance;
- Maintain clear and professional communication with clients and stakeholders.
- Minimum of seven years' experience in the assistance environment;
- Proven managerial skills and leadership abilities;
- Strong problem-solving capabilities;
- German language skills are advantageous;
- Tertiary education in a relevant field is an advantage.
