Sr. Associate - Premium Care

Role Purpose:

Responsible for serving customers who are reaching out to Bupa Arabia through emails linked with the Surplus ensuring proper handling of their requests, queries, and complaints end to end in alignment with Bupa policies and procedures, enabling customer satisfaction with appropriate follow-ups.

Key Accountabilities:

1- Customer Service;

• Handle Surplus complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
• Reporting and analysis for Surplus to be shared with the stakeholders.
• Record Surplus feedback and escalate poor satisfaction to the unit manager.
• Apply customer service procedures as outlined in the manual to comply with the department’s policies and standards

2- Handling Complaints Effectively;

• Manage the Surplus complaints without the need of further escalations.
• Conduct proper follow up of the recovery plan.
• Log all complaints into the complaints system tracker so as to help take preventive actions.
• Regular review of complaint system tracker to implement ‘Lessons Learnt’ from this tracker to apply to future complaints.

• Proactive
• Good communication skills