Closed or Expired Job Posting This job posting is closed or has expired and is no longer open for applications.
Upload
Job Description
• Handle all cases received from customers with high quality and ensure proper resolution within the KPI's through Live Chat channel.
• Ensure that the customers have been informed with the outcome of all cases.
• Ensure that concerned departments or persons contacted the customers involved when needed.
• Initial Response to customers within agreed KPI.
• Ensure professional responses to customers under all circumstances.
• Inquiry from the customer through chat in order to obtain further detail of the customer’s issues..
• Clearly communicate the information required from the member.
• Regularly communicate with customer if there are changes/updates related to their queries or complaints.
• Comprehensively explains reason of rejections with justified statements.
• Offer a sincere apologetic or sympathetic understanding when customer has experienced a negative situation due to employees or company’s shortcoming.
• Recover dissatisfied member at all times.
• Acceptance and reply to chat received in less than 30 second.
• Dealing and communicating with more than one member at the same time
• Take action to enhance services when needed.
• Developed ideas to eliminate and/or avoid the root causes of complaints.
• Respond to and tackle customers’ queries or inform member of the concerned department that will handle.
• Refer cases to the concerned dept. if needed to ensure proper resolution.
• Retrieve supporting documents from Caesar or other departments to support the resolution of the cases.
• Overtime and/or to be on call during off days and holidays is expected for business needs.
• Investigate and resolve complaints that have been escalated by customers and make outbound call immediately to ensure member his complaint is being handled or draft a professional reply if needed.
• Ensure acknowledgement, investigation, and official reply within the agreed KPI.
Skills
• Customer Service
• Excellent communication skills
• Tech Savy
• Works well under stress and critical situations (peak times)
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
