Senior Associate – VIP Care

• 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

• 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