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customer service

customer service

customer service

Customer Service Consultant - Bupa Egypt Services

Job Introduction

Ensure an exceptional customer experience for our customers by swiftly and accurately responding to and resolving all customer requests and queries. Customer contact will be across all communication channels – phone, email, web chat and letter.

This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups – individual, Corporate and Intermediaries.

Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation.

You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience

Main Responsibilities
Approving/rejecting all requests to authorize treatment before any surgery or procedure.
Deal with members’ telephone enquiries, evaluate the situation and apply business criteria and detailed knowledge of Bupa Global products to make appropriate decisions.
Respond to members’ correspondence either by phone or by writing following appropriate investigation, in line with Bupa Global policy and style.
Respond to members’ visits by evaluating their situation and requests and accordingly provide them with the necessary advice/ action.
Apply changes to existing memberships according to Bupa policies and processes
Reissuing and tracking members’ documents
Making manual collections from customers’ credit cards
Deal with billing inquiries.
Raising manual credit notes and invoices when needed
Issuing membership letters for customers to confirm cover
Issuing payment receipts for members and group payments when requested.
Deal with providers that may have any queries related to their dealings with Bupa Global or on behalf of their clients.
Take responsibility for ensuring that the system records reflect up to date communications with internal and external customers so that enquiries can be dealt with quickly and efficiently.
Ensuring members’ contact details are up to date on the system.
Provide support to other Bupa Global Departments to overcome cultural and language barriers.
Coordinate with Service Partners to set medical treatment appointments for members seeking treatment internationally.
Handling members complaints and accordingly investigate situation and coordinate with other departments in order to solve the complaint in a timely manner and retain the customers.
Use agreed levels of authority and previous experience to make effective business decisions.
Take ownership of the enquiries and liaise between departments to provide a ‘seamless service’ to members.
Support new team members throughout their learning curves.
Ensure that the team objectives are met through out the year.

customer service

Able to demonstrate that you pay due regard to customers and treat them fairly by:

being able to explain the impact that your role and actions have on the fair treatment of customers.
being able to explain the potential implications for customers who are not treated fairly by you or others.
making the fair treatment of customers central to all that you do.
Always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills
The Ideal Candidate
Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
Previous experience of a complex and multi skilled customer facing roles within a contact centre setting
A track record of achieving and exceeding productivity and quality targets
Highly customer focussed
Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
An ability to speak a second language would be an advantage
About The Company
Bupa’s purpose is longer, healthier, happier lives.

As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 86,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.

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