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Job Description
Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards
• Handle members' inquiries or complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
• Maintaining a positive, empathetic and professional attitude toward customers.
• Maintain the NPS score by improving the member journey with Bupa Arabia.
• To work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
• Strive consistently to promote a positive team spirit• Contribute within the team positively.
• Manage the Surplus complaints without the need of further escalations.
• Ensure the proper follow up of the recovery plan.
• Ensure that all the complaints are entered into the complaints system tracker so as to help take prevenitive actions
• Ensure to record Surplus feedback and escalate poor satisfaction to the unit manager.
Skills
- Healthcare, customer service
- Proactive, multi-cultural with interpersonal and good communication skills,
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.
