Overview
Assistance Coordinator Jobs in Auckland, Auckland, New Zealand at Imara Limited
Title: Assistance Coordinator
Company: Imara Limited
Location: Auckland, Auckland, New Zealand
The Company
Our client, a global medical & security travel assistance company is expanding their Asia Pacific presence and with that comes growth in their Assistance Coordination capability teams.
With significant investment underway and plans to expand their Asia Pacific presence, our client is strengthening its assistance capability to support growing demand across the region. This is a fast-moving, people-focused environment where empathy, professionalism and teamwork underpin every interaction.
The Role: We are seeking an Assistance Coordinator to join their team in Auckland.
The role provides front-line support to individuals who require travel or medical assistance, ensuring a calm, reassuring and solutions-focused experience for every caller.
Coordinators respond to inbound requests, assess needs through effective questioning and create detailed case files that guide customers through their journey.
A large part of the role involves managing cases from beginning to end, confirming eligibility, gathering information from multiple parties and maintaining regular communication to ensure smooth progression. Coordinators also play an important part in recognising situations that require escalation and seeking guidance where needed.
What You Will Be Doing
- Responding to calls with empathy, clarity and professionalism
- Creating and maintaining accurate case files
- Managing cases through to resolution and ensuring timely updates
- Confirming eligibility and entering clear and accurate information
- Liaising with third parties to support assessments and decision making
- Escalating urgent matters to senior team members when required
- Working calmly under pressure in a high-volume environment
- Contributing to a positive and supportive team culture
What We Are Looking For:
- A willingness to work shifts between 8.00am and 10:00pm on a rotating roster Monday to Sunday.
- Experience in a customer-facing role where communication, empathy, customer service, attention to detail were critical elements for customer experience.
- Any experience in Travel Assistance or Travel Insurance Claims Processing would be highly desirable.
- People who are well travelled, who may have had the need for some form of assistance overseas who has empathy for those reaching out for assistance.
- Highly effective written and verbal communication, with the ability to listen deeply and respond appropriately
- The proven ability to multi task.
- Confidence in managing multiple conversations and tasks at once
- The ability to remain composed during high-pressure or emotionally sensitive situations
- Someone who is comfortable following structured processes while still thinking on their feet
- Proficiency with Microsoft Office and general administrative capability
- A genuine desire to help people when they need it most
What's on Offer:
This is an opportunity to join a growing and well-supported team as our client strengthens their assistance operations across the region. You will receive full training, work within a collaborative environment and become part of an organisation that values professionalism, care and continuous development.
Remuneration
Our client offers one of the best remuneration packages we have seen for similar roles.
The Remuneration Package Is As Follows
- Base Wage
- Penal rates of 1.5x hourly rate for all weekend hours and 2x (double time) for Public Holiday hours worked (and time in Lieu).
- 5 weeks annual leave
- Paid birthday leave
- Health and Life Insurance benefits after 3 months employment
- Kiwisaver additional to base wage.
Next Steps:
If you feel confident this role aligns with your skills and you are ideally can start with pretty much immediate effect, we welcome your application.
Please submit a tailored resume and a short introduction explaining why you align to this opportunity.
PLEASE NO CHATGPT OR AI Generated LETTERS OR RESUMES!
Should you have any questions at all, by all means call Barry Hardy on 027 654 4653 for a confidential conversation.
