Global Response Centre – Operator (Spanish Speaking)

CTG overview:
CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
Visit www.ctg.org to find out more

Overview of position:
Assist360 is the medical & travel assistance Company that provides peace of mind for those working in challenging locations. Our Global Response Centre, based in Cape Town, South Africa works closely with our local in country teams to respond to medical emergency situations for Committed To Good (CTG) & our clients.
Established in 2007, CTG now operates in 21 fragile & conflict affected countries around the world delivering humanitarian & development projects through the provision of recruitment, human resources & project management services. Visit www.ctg.org to find out more.

Role objectives:
The primary purpose of the Global Response Centre Operator is to be the customer facing, first point of entry for members, patients & clients requiring medical, security or travel assistance. The Operator plays a critical role in responding to emergency calls & dispatching appropriate assistance to callers in distress. The Operator must demonstrate proficiency in handling various emergency situations & efficiently coordinating with emergency response teams. You will triage & manage allocated cases to ensure the clients receive the best possible response. This is a role for someone who takes pride in delivering excellent customer service & thrives when working under pressure to solve complex problems. Specific responsibilities include but are not limited to:
Work as part of a 24 / 7 shift pattern.
Answer requests for assistance in a timely manner, initial call handling, triage, 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, networks, client services 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.

Project reporting:
This role reports to the Global Response Centre Operations Manager.

Key competencies:
Certificate in a relevant discipine with 1 year of customer service or response center experience is required.
Must be fluent in Spanish.
Strong customer service skills are required.
Critical thinking & problem solving skills are reqiured.
Strong decision making skills are required.
Strong written & verbal communication skills are required.
Knowledge & understanding of different cultures & religions.
Strong teamwork skills are required.
Strong data entry & record keeping skills are required.
Ability to remain calm & composed under stressful situations & make quick decisions.
Strong multitasking abilities & attention to detail, with the capacity to prioritize tasks effectively.
Proficiency in using computer systems.

Team management:
This role has no team management responsibility.

Further information:
Must be resident in South Africa, based in Cape Town or willing to relocate.
Ability to work rotating shifts, including nights, weekends & holidays, as needed.
Qualified female candidates are encouraged to apply for this role.