إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
إرفاق
وصف الوظيفة
• Align with business service strategy , e.g. up your service ... etc. to deliver customer satisfaction.
• Apply SAUDIA customer care policies and procedures, according to department KPIs.
• Full implentation of different bupa products, values and policies, to reflict bupa images in front of the customer.
• Handle the daily received cases by customer care email, fax, visits or the call center.
• Doing the outbound calls, and making sure to give the member proper updates, and proper closing of the cases according to best practice procedures & guidelines.
• Ensure to answer customer care extension according to agreed service level.
• Maintain the proper escalation of the sensitive & complicated issues to the line manager.
• Maintain high quality scoresof complaint & case management as per kpis.
• Ensure proper closing of the cases with minimal percentage of re-opening of the cases as per set KPIs.
• Process the complaints received by fax, web , phone, visit and emails.
• Ensure proper acknowledgement, investigation & official replied within agreed KPI.
• Update tracking of customer complaints, resolution, and send regular reports.
• Escalate to the management the serious complaints.
• Identifying the root cause of complaints to check any process failures.
• Handling our members in different touch points, and make sure that they will get the best services within BUPA arabia, and improve their customer experiences about BUPA services.
• End to end phone recovery to ensure best customer expirance.
• Doing daily outbound calls related to our and other follow up cases
المهارات
• Healthcare, customer service, frontdesk.
• Multi-cultural with interpersonal and communication skills, excellent planning
• Commercial skills in combination with service focused mindset
• Strong trouble shooting, problem-solving and analytical skills
• Excellent follow up skills
• Ability to multi-task in a fast paced changing environment and work well under stress
