CTG Global Response Centre is Recruiting Operators (Closes 13 Nov 2023)
CTG Global is Recruiting
CTG stands for Committed To Good, a public declaration that we are committed to ethical and sustainable business. Since our inception in Afghanistan in 2006, CTG has been supporting clients globally in fragile, conflict-affected countries and disaster environments through our specialised recruitment, HR management and operational services.
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Our vision is to deliver positive impact no matter how challenging the work environment.
Through our work, we advance gender equality by improving women’s access to our jobs and encouraging our partners to do the same; we provide secure and decent work for local employees to support economic growth; and we help deliver projects that strengthen the institutions of conflict-affected countries.
We want our work to create a ripple effect in the communities we work in. Supporting economic growth is a cause that is close to our hearts, that’s why most of our staff come from and live in the communities we impact.
Respect for the fundamental human rights of our staff, and those our staff encounter, is a cornerstone of our values. We strive for gender equality, inclusion and diversity, providing fair and equal opportunities for all. We take a zero-tolerance approach to corruption and stay true to local labour laws and all local statutory requirements.
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. |
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| 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. |
