The Operations Coordinator is accountable for ensuring the delivery of the whole range of assistance services on a 24×7 basis to our clients as well as providing support to the Operations Manager on project implementation.
As a member of the operations team, the Coordinator will be a first point of contact for the Customers, Service Providers and Colleagues from other Alarm Centers.
To ensure continuity of services to AXA ASSISTANCE clients by manning the telephone and other communication systems in the manner described in the AXA ASSISTANCE procedures according to client requirements.
To document all matters related to each request for assistance using the forms and systems made available by the company to ensure continuity and consistency of service 24 hours a day.
To organize medical evacuation/repatriation (or repatriation of mortal remains) by coordinating the activity and services of all service providers, correspondents and staff of other AXA ASSISTANCE alarm centers.
To take Road side assistance calls, and allocating nearest authorized service provider to provide road side case.
To contribute to the financial viability of the company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by securing payment prior to delivery of services to non-members.
To maintain a conducive environment in the alarm centre for the delivery of 24 hour services.
To provide mentoring to new starters to ensure their successful integration into the team.
To provide duty management in the absence of the Operations Manager
To own and manage specific customer cases and programs assigned.
To work closely with the Medical Department to ensure that all medical cases are handle efficiently and effectively.
To support shift leaders to achieve target service delivery and financial goals. (senior coordinators are shift leaders as well)
To take all calls for private case requests and present the quotation to the customer.
To update excel sheet with the cases.
To provide support to the Operations Manager on a range of projects, including process improvements or software implementation.
Desired Candidate Profile
Good telephone etiquette. This skill is critical.
Must have good English communication skills.
Critical thinking and problem solving.
Candidates need to have backend support / service experience
Ability to work under pressure
Working knowledge of Computers and Internet
Experience : 0 to 1 yrs
Salary : Not specified
Job Location : Delhi
Qualification : Any Graduate
Company Name : AXA Assistance India Private Limited
Company Address : 403-404 ,Copia Tower , Jasola, NEW DELHI, Delhi – 110025, Near Jasola Metro Station & Apollo Hospital.
Company Profile : As a global emergency response specialist and a wholly-owned subsidiary of the AXA Group, AXA Assistance operates through 4 Business Lines spanning the full range of skills offered by the company: Vehicle, Travel, Health and Home. Combined with its international presence and strong regional roots, this agile, responsive structure allows AXA Assistance to develop and grow in tune with the expectations of its customers. Historically dedicated to vehicle assistance and medical support in an emergency context, AXA Assistance is now diversifying its expertise to meet your daily service requirements.
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