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:

You will play a key role in delivering high‑quality travel assistance services across the Greater China region by managing complex cases, acting as a key escalation point, and supporting day‑to‑day operational excellence.

• Manage customer calls and casework related to travel disruptions, lost luggage, medical assistance and legal referrals.
• Serve as a first escalation point for complex or sensitive cases, guiding coordinators and supporting effective resolution strategies.
• Coordinate with hospitals, medical providers, airlines, transport services, vendors and other third‑party partners to resolve cases efficiently.
• Liaise with customers, family members and external stakeholders to ensure clear communication throughout each case.
• Monitor call and case quality, providing feedback to maintain consistent service standards across the team.
• Support daily operations, including workload allocation and coordination across shifts.
• Lead complaint investigations, ensuring accurate documentation, timely resolution and identification of preventive actions.
• Monitor adherence to service level agreements (SLAs) and proactively address any gaps or risks.
• Collaborate with internal teams including Claims, Medical, Finance and Customer Service to resolve escalations and support investigations.
• Work closely with other senior coordinators and team leads to ensure consistent service delivery across shifts.
• Provide operational support outside of standard working hours when required.
• Support special projects and other responsibilities aligned to evolving business needs.

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

You will have strong operational judgement, multilingual communication capability and the confidence to manage complex cases in a fast‑paced, customer‑centric environment.

• At least 3 years of experience in customer service or travel assistance, including experience operating in a senior or escalation capacity.
• A diploma or equivalent qualification in any field.
• High proficiency in English, Mandarin and Cantonese, with the ability to communicate clearly and effectively across diverse customers and stakeholders in the Greater China region.
• Proven ability to manage complex cases and provide guidance during escalations using sound judgement and structured decision‑making.
• Experience in coordinating workloads and supporting operational delivery within a shift‑based environment.
• Strong experience in complaint handling, including investigation, documentation and resolution with a focus on continuous improvement.
• Excellent communication skills, with the ability to deliver clear, professional and constructive feedback.
• Proficiency in MS Office and case management systems, with strong attention to detail and data accuracy.
• Strong organisational skills, with the ability to prioritise, multitask and manage competing demands effectively.
• Willingness to work on a 24/7 rotating shift schedule, including nights, weekends and public holidays.

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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