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Job Description
Execution of service strategy & BUPA policies
- Align with business service strategy, e.g. up your service ... etc. to deliver customer satisfaction
- Apply VIP & customer care policies and procedures, according to department KPIs.
- Full implantation of different Bupa products, values and policies, to reflect 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 scores of complaint & case managements as per kpis
- Ensure proper closing of the cases with minimal percentage of re-opening of the cases as per set KPIs
Complaint management:
- Process the complaints received by fax, web , phone, visit and emails
- Ensure proper acknowlegement, 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
VIP end to end process:
- Handling VIP 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
- Track all commercials related to VIP members,
- Doing daily outbound calls related to VIP and other follow up cases
Skills
- 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
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.