Travel Assistance Coordinator, Guangzhou

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

In this role you will assist policyholders by providing accurate information and offering appropriate solutions to their inquiries.

• Manage customer calls and casework related to lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
• Provide policy details, claims information, and renewal updates to customers and service providers.
• Schedule and conduct follow-up calls for complex cases, ensuring proper documentation of all interactions.
• Coordinate with vendors, third parties, and family members during active cases.
• Take the lead in distributing the workload within the assigned shift and ensure effective handover of all active cases to the next shift.
• Support Team Leaders by performing ad-hoc tasks and participating in special projects as needed.

What skills and experience you’ll bring on this journey:

• You will have a minimum of 3 years of relevant experience in customer service, preferably in the travel industry, with a diploma or equivalent qualification in any field.
• Proven ability to manage customer interactions with excellent written and verbal communication skills in English, Mandarin and Cantonese.
• Willingness to work 24/7 shifts including weekdays, weekends, nights and public holidays based in Guangzhou, China
• Strong active listening skills and analytical thinking to assess client needs and deliver appropriate solutions.
• Proficiency in interpersonal communication, telephone handling, and computer applications.
• The ability to reason clearly, solve complex problems, manage crises, and communicate with empathy.
• Solid problem-solving capabilities, especially when reviewing medical and supporting documents from clients and service providers.
• Experience in managing communications and negotiations with vendors and airlines.
• A calm and composed approach under pressure, with strong conflict resolution and crisis assistance skills.
• High attention to detail, strong organizational skills, and the ability to multitask efficiently.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

Appy today and let’s go to great places together!

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