Customer Assistance Coordinator
$31,200–$31,200 year
HybridAm, Västernorrland County, Kingdom of Sweden
Job Summary
Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent needs. Provide calm, clear guidance and emotional reassurance to clients and their families during stressful circumstances. Coordinate medical services including doctor referrals, prescription replacements, and travel arrangements by liaising with hospitals and global partners. Accurately document case details and decisions in policy systems while managing multiple cases with strong prioritization. Apply critical thinking to assess situations and identify appropriate next steps within operational guidelines. Work 6pm-4am with rotating weekends and holidays, including shift differentials for weeknights and weekends.
Required Qualifications
- High School Diploma or equivalent
- Experience in customer service, call-centre, healthcare coordination, travel assistance, or another client-facing role
- Strong verbal communication skills, with the ability to explain information clearly and compassionately
- The ability to remain calm, empathetic, and professional when supporting people in distress
- Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly
- The ability to multitask, prioritise competing demands, and follow established processes
- Good problem-solving skills and the confidence to think through unfamiliar situations
- A positive, flexible attitude and willingness to learn in a fast-paced environment
- Ability to work 6pm-4am with rotating weekends and holidays
- Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am
Desired Qualifications
- Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required)
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