Global Response Centre – Operator

CTG overview:
CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
Visit www.ctg.org to find out more

Background information – Company specific:
Assist360 is the medical & travel assistance company that provides peace of mind for those working in fragile and conflict areas.
Our Global Response Centre, based in Cape Town, South Africa works closely with our local in country teams to respond to medical emergency situations for Committed To Good (CTG) & other clients.

Background information – Role specific:
The primary purpose of the Global Response Centre – Operator is to be the customer facing, first point of entry for members, patients & clients requiring medical or travel assistance.
You will triage & manage allocated cases to ensure the clients receive the best possible response.
This is a role for someone who takes pride in delivering excellent customer service & thrives when working under pressure to solve complex problems.

Role objectives:
Work as part of a 24 / 7 shift pattern.
Answer requests for assistance in a timely manner initial call handling, triage, coordination with local agents & client representatives.
Escalate cases in line with company guidelines & client operating procedures.
Filter & coordinate emergency medical requirements to the Assist 360 medical team, operations team, or partners & follow up.
Coordination with security partners.
Medical claims handling for specific clients.
Maintain the global contact directory.
Information management & record keeping, security of information & accuracy of information in the case management system.
Perform any other duties which may be assigned.

Project reporting:
This role reports to the line manager.

Key competencies:
Customer service.
Critical thinking & problem solving.
Decision making.
Strong written & verbal communication.
Knowledge & understanding of different cultures & religions.
Teamwork.

Team management:
This role has no team management responsibility.

Further information:
Must be a resident in South Africa.
This successful candidate will be required to work on a 24 / 7 rotating shift basis.
Ability to fluently speak English is essential.