Assistance Coordinator

About the Company

The employer is supporting a global travel assistance business with medical and security services, which is growing its footprint across Asia Pacific and expanding its assistance coordination teams. The environment is fast paced and centred on people, where professionalism, empathy and teamwork are key to every interaction.

Role Overview

An Assistance Coordinator is needed in Auckland to provide first-line help to people who need travel or medical assistance. The role is focused on delivering a steady, reassuring and practical experience for callers while helping them move through their support journey.

You will handle incoming requests, use strong questioning skills to understand each situation, and build detailed case records that support the next steps. A major part of the work is carrying cases from start to finish, checking eligibility, collecting information from different parties and keeping communication flowing so cases progress smoothly. You will also need to spot matters that should be escalated and involve senior support when appropriate.

What You Will Do

• Answer inbound calls with empathy, professionalism and clear communication.
• Set up and maintain detailed, accurate case files.
• Track cases through to completion and provide timely updates along the way.
• Verify eligibility and record information carefully and accurately.
• Work with third parties to support assessments and decisions.
• Escalate urgent or complex matters to senior team members when needed.
• Stay composed and effective in a busy, high-volume setting.
• Help maintain a positive, cooperative team environment.

What We Are Looking For

• Availability to work rotating shifts between 8:00am and 10:00pm, Monday through Sunday.
• Previous experience in a customer-facing role where empathy, communication, service and attention to detail were important.
• Experience in travel assistance or travel insurance claims would be a strong advantage.
• People who have travelled widely and can relate to the challenges of needing help while overseas.
• Strong written and verbal communication skills, including the ability to listen carefully and respond appropriately.
• Proven ability to manage several tasks at once.
• Confidence handling multiple conversations and priorities simultaneously.
• Ability to stay calm in pressured or emotionally sensitive situations.
• Comfort with structured procedures while still being able to think quickly.
• Solid Microsoft Office skills and general administrative ability.
• A sincere motivation to support people when they need help most.

Benefits and Remuneration

The role comes with a highly competitive pay package for comparable positions. In addition to the base wage, weekend work attracts 1.5x the hourly rate and public holiday work is paid at 2x (double time) plus time in lieu. The package also includes 5 weeks of annual leave, paid birthday leave, health and life insurance benefits after 3 months of employment, and Kiwisaver on top of base wage.

Additional Information

Applicants who can begin almost immediately are especially encouraged to apply. A tailored resume and a short introduction explaining your fit for the role are required. AI-generated letters or resumes are not accepted. For questions, Barry Hardy can be contacted on 027 654 4653 for a confidential discussion.