Job description

CTG overview

CTG was established in 2006, almost 20 years ago, in Afghanistan. We currently operate in 35 countries and have approximately 11,500 staff members committed to good!

But do you know who we are? And what do we do?

We provide tailored Human Resources and Staffing Solutions that support critical global initiatives across Humanitarian and Development sectors, and are now strategically foraying into new industries, including Construction, Energy, and IT, with a focus on high-risk regions.

Here’s a list of services we offer:
•Staffing solutions and HR management services
•Monitoring and evaluation
•Fleet management and logistics
•Facilities management
•Sustainability and Communications Advisory
•Election monitoring and observation
•IT professional services
•Medical assistance

Visit www.ctg.org to find out more.

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

                      •  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
                      · CTG encourages all candidates applying for this advertisement to ensure that their candidate profile is up to date with up to date experience / education / contact details, as this will help you being considered further in your application for this role.
                      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.