Job description

CTG overview

CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.

CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.

Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.

Visit www.ctg.org to find out more

Overview of position

The primary purpose of the Global Response Centre Operator is to be the customer facing, first point of entry for members, patients & clients requiring medical or travel assistance. You will triage & manage allocated cases to ensure the clients receive the best possible response. This is a role for someone who takes pride in delivering excellent customer service and thrives when working under pressure to solve complex problems.
Role objectives

  • Work as part of a 24 / 7 shift pattern. 

  • Answer requests for assistance in a timely manner initial call handling, triage, coordination with local agents & client representatives.

  • Escalate cases in line with company guidelines & client operating procedures.

  • Filter & coordinate emergency medical requirements to the Assist360 medical team, operations team, or partners & follow up.

  • Coordination with security partners.

  • Medical claims handling for specific clients.

  • Maintain the Global Contact Directory.

  • Information management & record keeping, security of information & accuracy of information in the case management system.

  • Perform any other duties which may be assigned.
Project reporting

This role reports to the line manager.
Key competencies

  • Customer service.

  • Critical thinking & problem solving.

  • Decision making.

  • Strong written & verbal communication.

  • Knowledge & understanding of different cultures & religions.

  • Teamwork.
Team management

This role has no team management responsibility.
Further information

  • Must be resident in South Africa, based in Cape Town or willing to relocate.

  • Ability to fluently speak Arabic is essential.
Disclaimer:
· At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training.
· CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility and all staff are required to adhere to CTG’s Code of Conduct at all times.
At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.