Assistance Coordinator

The Company Our client, a global medical & security travel assistance company is expanding its Asia Pacific presence and growing its Assistance Coordination teams. The Role Assistance Coordinator based in Auckland. Provide front‑line support to individuals requiring travel or medical assistance, ensuring a calm, reassuring, solutions‑focused experience for every caller. Responsibilities Respond to calls with empathy, clarity, and professionalism Create and maintain accurate case files Manage cases through resolution, ensuring timely updates Confirm eligibility and enter clear, accurate information Liaise with third parties to support assessments and decision making Escalate urgent matters to senior team members when required Operate calmly under pressure in a high‑volume environment Contribute to a positive and supportive team culture What We Are Looking For Willingness to work shifts between 8:00 am and 10:00 pm on a rotating roster Monday to Sunday Experience in a customer‑facing role where communication, empathy, customer service, and attention to detail were critical Experience in Travel Assistance or Travel Insurance Claims Processing is highly desirable Well‑traveled, with empathy for those seeking assistance overseas Highly effective written and verbal communication, listening deeply and responding appropriately Proven ability to multi‑task and manage multiple conversations and tasks at once Composure during high‑pressure or emotionally sensitive situations Comfortable following structured processes while thinking on their feet Proficiency with Microsoft Office and general administrative capability Genuine desire to help people when they need it most Benefits This role offers full training, a collaborative environment, and an organisation that values professionalism, care and continuous development. Remuneration Base Wage Penalty rates of 1.5× hourly rate for all weekend hours and 2× (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 #J-18808-Ljbffr