Global Response Centre Agent

Overview of Position

The Global Response Centre Agent is the first point of contact for members, patients, and clients requiring medical or travel assistance. The role involves managing allocated emergency cases and processing claims to ensure timely, effective support throughout. This position is well suited to someone who values exceptional customer service and performs confidently in fast paced, high pressure environments.

Role Objectives

• Work as part of a 24 / 7 shift pattern
• Answer requests for assistance in a timely manner, initial call handling, coordination with local agents & client representatives.
• Escalate cases in line with company guidelines & client operating procedures.
• Filter & coordinate emergency medical requirements to the Assist360 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.

Reports To

• Global Response Centre Operations Manager

Key Competencies

• Customer centric
• Good listener
• Empathy, patience, and professionalism
• Remains composed in high-stress, time-sensitive situations
• Critical thinking & problem solving
• Attention to detail
• Decision making
• Strong written & verbal communication
• Teamwork

Minimum Requirements

• Grade 12 / Matric or equivalent qualification.
• Proven claims handling experience (minimum 2 years) within medical assistance, travel assistance, insurance, or a related claims-based environment (essential).
• Previous experience in a call centre, contact centre, emergency response, or assistance environment.
• Excellent verbal and written English communication skills (fluency essential).
• Strong computer literacy, including experience using claims management systems, case management systems, or CRM platforms.
• Ability to work effectively in a fast-paced, high-pressure, time-sensitive environment.
• Strong attention to detail with a commitment to accurate record-keeping and data quality.
• Ability to assess information, apply procedures, and make sound decisions within defined guidelines.
• Willingness and availability to work a 24/7 rotating shift pattern, including nights, weekends, and public holidays.
• Strong teamwork skills and the ability to work collaboratively across operational and medical teams.
• Legally eligible to work in South Africa and resident within South Africa.