Service Delivery Manager overseeing travel service operations for International SOS. Coaching teams to deliver exceptional client experiences and operational excellence.
About the role
- Bilingual Roadside Assistance Specialist helping drivers get back on the road quickly. Responding to requests with empathy and negotiating service rates with providers.
Responsibilities
- Be the lifeline for our customers – Respond with courtesy and empathy to those requesting roadside assistance.
- Negotiate with confidence – Connect with providers to secure fair and favorable service rates.
- Keep customers in the loop – Provide timely updates via phone and chat, ensuring every client feels supported.
- Ensure accuracy and trust – Maintain precise records of actions and decisions to deliver seamless service every time.
- Problem-solve quickly and effectively – Assess situations, think critically, and offer the best possible solutions under pressure.
- Stay calm under pressure – Handle stressful or emergency situations with composure and professionalism.
- Adapt and multitask – Manage multiple requests and provider communications efficiently while maintaining excellent service.
- Demonstrate strong communication skills – Explain solutions clearly and professionally to both customers and providers.
- Exhibit reliability and accountability – Consistently follow processes, meet performance standards, and take ownership of outcomes.
Requirements
- Fluently bilingual – You speak both English and French with ease.
- Availability & flexibility – Able to work night shifts from 11:00 pm to 8:00 am Monday to Sunday, with the capacity to work onsite for the first four weeks of onboarding. For remote work, you must have a secure, quiet space with high-speed internet (25 MBPS minimum).
- Tech-savvy multitasker – Comfortable navigating multiple systems and handling several tasks at once.
- Excellent communicator – You express yourself clearly, concisely, and professionally.
- Detail-oriented problem-solver – You have a keen eye for detail and genuinely enjoy helping others, making customer service and problem-solving your strengths.
- Educational Requirement – High school diploma or equivalent.
Benefits
- Comprehensive Benefits – After six months, enjoy medical, dental, and life insurance, enhanced RRSP participation, and preferential insurance pricing.
- Paid Training & Development – Receive fully paid training at our Moncton office for the first four weeks, including ongoing support and development as you transition into your role.
- Exceptional Workspace – Bright, spacious office with relaxation areas, gym, games room, and more to make your workday enjoyable.
- Onsite cafeteria with warm meals available (Monday to Thursday) at discounted rates for NQX employees.
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