Customer Service Advisor

Responsibilities

• Handle enquiries through email/phone and provide extra-ordinary service to our VIP customers in a professional and timely manner, provide one stop service to satisfy customer needs.
• Address members’ benefit and claim enquiries effectively and maintain satisfactory quality of customer service
• Maintain relationship with our customers through courtesy calls to maximize the level of satisfaction
• Provide, collect and manage customer data in full compliance to Bupa internal policies for the purpose of addressing customer enquiries
• Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members
• Carry out appropriate and adequate investigation for responsible complaint cases against designated team and resolve of any issue identified for the complaint, and minimize the negative impact   
• Willing to work closely with the internal stakeholders to resolve members’ enquiries and provide timely updates to members and business partners.

Qualifications, Training and Experience

• Bachelor’s degree or above
• Valid IA license (General Insurance) or pass IIQA exam (Paper 1 and II) or relevant qualifications to fulfil the requirement of Licensed Insurance Intermediaries
• Minimum 2 years of experience in customer service environment and prefer exposure gained in life insurance or medical insurance ; 
• Good knowledge of the Healthcare and medical insurance product and operations 
• Good communication skills, professional telephone manner and complaint handling skills 
• Strong sense of responsibility with high level of integrity and trust
• Great command of English, Mandarin and Cantonese 
• Strong analytical, presentation and problem-solving capability 
• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing

Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.

Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.