Customer Relations

2 weeks ago


Cape Town, South Africa FocusPoint International Full time

**Job description**

FocusPoint International (FPI) is offering an exciting opportunity to join an internationally based, global risk consultancy as an Operations Support Specialist/ Customer Relations Specialist.

**The Role**:
As an Operations Support Specialist (OSS) you are the frontline support to FPI clients requiring emergency assistance and advice. FPI has a strong set of operational protocols which forms the foundation from which we respond and assist clients in an emergency. The OSS team runs 24/7 and shift work includes nights, weekends and public holidays.

**Key Responsibilities**:

- Being the first point of contact for our clients requiring assistance, giving them confidence and advice needed to mitigate risks.
- Monitor all open source and news coverage to determine potential crisis events as a part of Global Watch Operations and serves as the initial point of contact for clients on these matters.
- Respond to the CAP Advantage panic alert to verify the safety of the client and escalate to the relevant Crisis Manager where necessary.
- Track traveler locations on CAP Advantage and PULSE monitoring exposure to nearby security incidents.
- Initiate SAR protocols
- Utilize the CAP Advantage platform to extract data and inform clients of potential risk to personnel and organizational assets during critical events.
- Assist in building operational plans as directed by Senior Director of Crisis Response. These plans may include transportation options and routes and identifying safe havens.
- Assist in building medical itineraries as necessary in accordance with Medical Operations Manager.
- Coordinating medical repatriations and security operations as directed.
- Prepare operational maps to include in the Ops plan.
- Maintain close contact with field support teams/ travel nurse and doctors and remote logistic support as well as intel and mapping support needs.
- Prepare quotes for repatriations.
- Understanding Rules and Regs/ Terms & Conditions to appropriately assist our customers with their plan.
- Other duties as assigned.

**Required Experience**
- Bachelor's Degree in Political Science/ International Studies OR
- Diploma in Communications OR
- 2-3 years in a call center or emergency management field
- Must be able to legally work in South Africa
- Additional languages may be an advantage
- Experience working in a previous Emergency Response environment will be considered beneficial

**Skills**:

- Strong verbal and written communications skills
- Excellent call handling ability
- Must be able to convey empathy and build confidence with clients in a crisis situation.
- Good interpersonal skills
- Flexible and adaptable in an ever-changing environment
- Critical thinking
- Keeping abreast of global security incidents which may impact our clients
- Ability to multi-task
- Attention to detail is key in this industry as people are relying on us to provide assistance in high-pressure situations.
- Must be punctual as a shift-based team relies on each individual's support

**Information Security**

Comply with all Information Security Policies, processes and procedures as issued, or updated from time to time.

**Other details**
- Pay Type: Salary + shift allowance

Work Remotely
- No

**Job Types**: Full-time, Permanent

**Education**:

- Diploma (preferred)

**Experience**:

- call center: 2 years (preferred)

Application Deadline: 2023/05/15

**Job Types**: Full-time, Permanent

**Salary**: R10,000.00 - R12,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- customer support: 2 years (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

Application Deadline: 2023/05/05



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