Assistance Coordinator – Travel & Medical Support

About the role

We are looking for an Assistance Coordinator to join our fast‑moving, people‑focused team in Auckland. You will be the first point of contact for travellers and patients needing urgent support, delivering calm, empathetic and solution‑driven service throughout each call.

Key responsibilities

• Answer inbound assistance requests with professionalism and empathy.
• Create and maintain accurate case files that track the customer journey.
• Manage cases from initiation to resolution, confirming eligibility and gathering required information.
• Liaise with third‑party providers, insurers and medical teams to facilitate assessments and decisions.
• Escalate urgent or complex situations to senior staff as needed.
• Operate effectively in a high‑volume environment, handling multiple conversations simultaneously.

Required profile

• Willingness to work rotating shifts between 8:00 am and 10:00 pm, Monday to Sunday.
• Experience in a customer‑facing role where communication, empathy and attention to detail are essential.
• Previous exposure to travel assistance or travel‑insurance claims processing is highly desirable.
• Strong written and verbal communication skills with the ability to listen deeply.
• Ability to stay composed under pressure and follow structured processes while thinking on your feet.

Required skills

• Proficiency with Microsoft Office.

What we offer

• Comprehensive training and ongoing support.
• Opportunity to grow within a expanding regional operation.
• Collaborative team culture focused on helping people when they need it most.