Customer Assistance Coordinator

About the role

The Customer Assistance Coordinator joins Zurich's Travel Guard team, providing medical assistance to travelers facing health issues abroad. You will work in a fast‑paced, people‑focused environment, delivering calm, clear guidance and coordinating care with medical professionals and global partners.

Key responsibilities

• Take inbound calls from clients experiencing medical situations while traveling, from minor concerns to urgent needs.
• Provide clear, empathetic guidance and emotional reassurance to clients and families.
• Coordinate medical services, including doctor and facility referrals, prescription replacements, and travel arrangements.
• Liaise with hospitals, clinics, and assistance partners to ensure appropriate care.
• Assess situations, apply policy guidelines, and document case details in management systems.
• Manage multiple cases simultaneously, prioritising effectively in a dynamic environment.

Required profile

• High School Diploma or equivalent.
• Experience in customer service, call‑centre, healthcare coordination, travel assistance, or similar client‑facing role.
• Strong verbal communication, calm under pressure, and empathetic demeanor.
• Excellent organisational skills, attention to detail, and ability to multitask.
• Willingness to work night shifts (8 pm‑6 am) with rotating weekends and holidays.

Required skills

• Strong verbal communication.
• Ability to remain calm and professional in distressing situations.
• Organisational and documentation accuracy.
• Problem‑solving and critical‑thinking abilities.

What we offer

• Shift differential of $3/hour for night and weekend hours.
• Hybrid work model: 3 days in office, 2 days remote.
• Comprehensive health plan, EAP, 401(k) with employer match.
• Generous paid parental leave, volunteer leave, and personal/annual leave.
• Career growth opportunities within a global travel insurance leader.