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Job Description
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.
Skills
- Proactive
- 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.
