Overview of position
Join Assist360 and Make a Real Difference
Assist360 is a leading medical and travel assistance organisation dedicated to providing peace of mind to individuals and organisations operating in fragile and high-risk environments across the globe. From our Global Response Centre in Cape Town, we support clients worldwide by managing medical emergencies and assistance cases with professionalism, empathy, and precision.
We’re currently looking for a Global Response Centre Agent to join our dynamic team and be at the frontline of international emergency response.
Find out more about us: www.assist360.org
Role objectives
About the role
As a Global Response Centre Agent, you will be the first point of contact for members, patients, and clients requiring urgent medical or travel assistance. You’ll manage live cases, coordinate with international partners, and ensure that each incident is handled efficiently, accurately, and with genuine care.
This role is ideal for someone who thrives in a fast-paced, high-pressure environment, has a strong customer-service mindset, and remains calm and solutions-focused during emergencies.
Key Responsibilities
- Work as part of a 24/7 rotating shift team, including nights, weekends, and public holidays
- Handle inbound requests for medical and travel assistance professionally and efficiently
- Manage allocated emergency cases from start to resolution in line with company and client procedures
- Coordinate with local and international partners, medical teams, operations teams, and security providers
- Escalate cases appropriately following internal guidelines and client protocols
- Process and manage medical claims for specific clients
- Maintain accurate, secure, and up-to-date records within the case management system
- Ensure data accuracy, confidentiality, and compliance at all times
- Perform additional operational duties as required
Project reporting
This role reports to the Global Operations Manager / Response Center Team Lead.
Key competencies
- Grade 12 / Matric or equivalent qualification
- Minimum 2 years’ claims handling experience in medical assistance, travel assistance, insurance, or a related environment
- Previous experience in a call centre, contact centre, emergency response, or assistance-based role
- Excellent written and verbal English communication skills (fluency essential)
- Strong computer literacy, including experience with claims, case management, or CRM systems
- Ability to remain calm, professional, and decisive in time-sensitive, high-pressure situations
- Exceptional attention to detail and commitment to accurate record-keeping
- Strong teamwork skills with the ability to collaborate across departments
- Willingness and availability to work a 24/7 rotating shift pattern
- South African citizen or legally eligible to work in South Africa, and resident within South Africa
Team management
This role has no team management responsibility.
Further information
Why Join Assist 360?
- Be part of a purpose-driven organisation supporting people in critical situations worldwide
- Work in an engaging, fast-paced, and international environment
- Gain exposure to global medical and emergency response operations
- Join a collaborative and supportive team where your contribution truly matters
- Qualified female candidates are encouraged to apply
How to apply
https://app.tayohr.io/jobs/detail/vac-54156-global-response-centre-agent-52875