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Job Description
ROLE PURPOSE:
Responsible for delivering the objectives of VIP & customer care unit and ensuring the highest level of customer service possible. Processing the received complaints, handling cases related to VIP members, and cases that need follow up, aligned with policies & procedures of VIP & customer care team to maintain and enhance customer relationships and meet organizational and operational objectives in line with the overall company's service strategy.
Key Accountabilities:
1- 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.
2- Handling the daily unit activities:
- Handling 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 more than 90% quality of cases
- Proper closing of the cases with less than 1% of re-opening of the cases to avoid double work.
3- Complaint management:
- 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.
4- 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
Experience Fields:
- healthcare, customer service, front desk.
- multi-cultural with interpersonal and communication skills, excellent planning.
- commercial skills in combination with service focused mindset.
