What you'll do:

• Provide initial response and assistance to client situations worldwide
• Collaborate with client stakeholders and manage case lifecycle
• Record incident/case details in our Case Management System
• Understand client emergency procedures
• Coordinate medical treatment and security with clinical team and partners
• Collaborate with internal partners on Mass Communications Platforms
• Use case management system and Microsoft Office for data administration
• Contribute to process and procedure development in line with client requirements
• Attend regular team meetings and ensure effective handover/feedback
• Escalate issues, risks, and ideas when necessary
• Provide support to Intelligence team and other duties as requested

What you'll bring:

• Experience in emergency response, customer service, or call center environment
• Good communication, interpersonal, and administrative skills, including fluency in English (verbal and written)
• Ability to work under pressure and manage multiple tasks simultaneously
• Problem-solving and critical thinking abilities
• Empathy, professionalism, and calmness in stressful situations
• Flexibility to adapt to changing needs and priorities
• Self-motivation and proactive approach to work
• Proficiency in MS Office and willingness to learn new systems
• Excellent customer service skills
• Availability to work flexible hours including days, nights, weekends, and holidays.