Assist360 Overview

Assist360 is a medical and travel assistance company dedicated to providing peace of mind to individuals working in fragile and conflict-affected regions. Our Global Response Centre, based in Cape Town, South Africa, works in close partnership with our in-country teams to manage and respond to medical emergencies for Committed To Good (CTG) and many other external clients.

 Visit www.assist360.org to find out more

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

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.