Bupa Global are looking to recruit a Customer service Advisor to join our global Customer Service function.

The Regional Customer Service Advisor is the face of Bupa Global for our valued customers and partners, ensuring our reputation for outstanding individual service is maintained locally and globally at all times. With quality of service identified as the primary driver of retention this role is crucial to our growth ambitions in the region.

Accountabilities and Activities

• Proactively communicate with customers in a warm and friendly manner and act as the first point of contact to resolve all queries, complaints and finding solutions;
• Excellent in execution of service tasks, evaluating customer’s situation and applying business criteria and detailed knowledge of Bupa products to make appropriate decisions;
• To provide excellent Customer Service Journey by exceeding customer expectations and achieving department service standards for calls, emails, new business and claims;
• Take ownership of enquiries and liaise between departments to provide a 'seamless end to end service' to various customers such as high income earning individual, brokers, partners and members to ensure customer queries are resolved first time, every time.
• Support for complex case handling i.e. high value claims, extraordinary benefits and complaints handling;
• Understand the customer journey from start to end and able to connect with different internal departments to achieve feedback and results

The Ideal Candidate

• Undergraduate degree with minimum 3 years relevant working experiences;
• With relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management is desirable;
• Broad life experience, with the ability to understand medical conditions and be impartial in giving advice to customers;
• Experience of account managing the whole customer lifecycle - being responsible for the entire customer journey and acting as a single point of contact or ‘account manager’;
• Ability to deal with customer on all levels while clearly establishing customer needs, ability to be empathetic and view issues from the customer’s perspective whilst maintaining professional attitude;
• Fluent in Chinese (Cantonese and Mandarin) and English;
• Good team player and able to work effectively;
• PC literate and keyboard skills essential with the ability to adapt and learn new operational systems

Bupa Global

Bupa Global is the worldwide Bupa business. We provide international private medical insurance products and services for globally minded and mobile people who want the most premium coverage and access to the best healthcare anytime, anywhere in the world, whether at home or when studying, living, travelling or working abroad. We have over 1,700 employees working for our circa 2million customers around the world. We have a medical advice line staffed by a team of experienced, multi-lingual advisers to offer our customers support 24 hours a day, every day. We also have an emergency medical team of doctors on hand as an optional benefit to organise emergency assistance and evacuations.

Bupa Global has key regional offices in London, Brighton, Miami, Philadelphia, Copenhagen and Hong Kong as well as commercial operations in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Middle East, Bupa Global Greater China, Bupa Global Latin America, Bupa Global North America and Bupa Global Rest of World.

You can also visit our website www.bupaglobal.com