Customer Service Coordinator – Travel Assistance

About the role

Join Zurich Cover-More’s Travel Guard team as a Customer Service Coordinator, supporting Aon’s CareFree cruise guests and other travellers. You will be the front line of support, coordinating risk mitigation and timely assistance through medical, security and travel operations.

Key responsibilities

• Provide telephone support and coordinate emergency evacuation and general assistance requests.
• Use approved resources to provide accurate referrals (medical, logistics, travel).
• Coordinate responses to travel disruptions such as flight cancellations, delays, trip interruptions, and baggage delays.
• Monitor patient status and share updates with families or travelling companions.
• Arrange medical evacuations with the Provider Network Group and Medical Case Management.
• Document end‑to‑end case handling thoroughly and accurately.
• Manage inbound and outbound communications via phone, email, fax and SMS.
• Initiate assessments and file claims on behalf of clients where appropriate.
• Support telephone and document translation through authorized providers.
• Collaborate with the Provider Network Group on onboarding and evaluating service providers.

Required profile

• Fluency in English with excellent verbal and written communication.
• Customer service experience in airline, sales or similar environments.
• Strong computer proficiency and ability to multitask across systems and channels.
• Ability to work under pressure in a fast‑paced environment and perform basic cost analysis.
• Strong problem‑solving orientation for novel scenarios.
• Bilingual in Spanish or multilingual Spanish & Portuguese (desired).
• Contact centre experience (desired).
• Healthcare experience or familiarity with medical terminology (desired).

What we offer

• Hybrid work model: 3 days in the office and 2 days remote.
• Career growth opportunities with comprehensive onboarding and professional development.
• Generous leave policies including annual, personal, volunteer and paid parental leave.
• Competitive health benefits such as a high‑deductible health plan, EAP and wellness activities.
• 401(k) retirement plan with employer matching.
• Inclusive culture that embraces diversity and encourages you to bring your whole self to work.