Customer Service Executive

Full Time
EXPIRES 26 Jun, 2021

Job Location



Acts as the first point of contact for new and existing cases.

The customer service executive's main function is to ensure that the clients and members receive the highest quality of assistance and respond each time they contact our organization.



  • College Graduate Preferred
  • 3+ Customer Service Experience at an Executive Level
  • Preferred Degree in International Business, Language, Liberal Arts, Business Management
  • Typing speed of 40 wpm
  • Proficient in Web Browsing and Microsoft Office (Outlook and Word)
  • Fluent in English 
  • Customer service oriented
  • Team player  
  • Identifies and acts on potential problems and/or difficulties 
  • Demonstrates effective problem-solving skills and lateral thinking
  • Takes initiative, demonstrates responsibility
  • Ability to work under pressure, multi-task, and prioritize in a timely and effective manner
  • Ability to write, speak and listen effectively



  • Handle cases and phone calls in an efficient manner, as for company protocol and client-specific Standard Operations Procedures
  • Provide empathetic, quality service to our customers
  • Update all cases with the appropriate documentation
  • Arrive on time for all scheduled shifts, and understand the importance of teamwork for all to be successful in daily mission accomplishment.
  • Handle cases and phone calls in an efficient manner, as for company protocol and client-specific Standard Operations Procedures
  • Accurately notifies client as defined by company protocol and client-specific Standard Operations Procedures
  • Acts as the first point of contact for new and existing cases and serves as the voice of the company for our clients
  • Maintains all cases following company policies and procedures
  • Accurately and appropriately initiates Inter Assistance Center notification to facilitate delivery of care
  • Ensure the Medical team is aware of all medical reports and actions required during the shift
  • Executes proper use of escalation protocol without fail
  • Works with Supervisor / Operations Manager and Security staff for all security related issues
  • Maintains confidentiality of all patient and/or client information
  • Attends and participates in all required administrative functions determined mandatory by management
  • Maintains a professional environment as evidenced by individual dress, workspace, and personal demeanor
  • Maintains the transmission document in a clear, accurate, and concise format with the correct plan of action for hand over to the next shift 
  • Actively participates in all transmission sessions with input regarding case actions and direction
  • Escalates all complaint or perceived complaint cases to the Operations Supervisor immediately
  • Action all incoming tasks, faxes, emails, and correspondence about active and/or closed cases 
  • In the absence of a Supervisor on duty, advise the Country Medical Director or Regional Medical Director and the on-call Manager of any medical transportation
  • Maintain open communication lines with CSE’s, Supervisors, Operations Managers, Coordinating Doctors, Coordinating Nurses, Clients, and other International SOS Assistance/Response Centre staff when dealing with case management
  • Adhere to company policies and procedures at all times, regardless of the shift being worked
  • Assist with the training of new Coordinators by mentoring them during their training program
  • Comply within our established service recovery protocol
  • Complete other tasks as directed


Great Compensation and Benefits! 

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Global Edge Guyana Inc

Global Edge Guyana Inc


The Global Edge is global award-winning recruitment agency focusing on the Energy Industry with a local office in Georgetown, Guyana. Our team pushes the boundaries of what’s possible in recruitment and continue to take the industry by storm with our rapid pace of growth. We have offices on three continents and expect to have locations on every populated continent in the next three years based upon our proven track record and worldly vision. At the Global Edge, the best is yet to come!
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