Responsibilities

• Manage a sub team under customer service to achieve the service target, including both service quality and service level
• 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
• Assist manager to formulate the details process and scripts on projects / initiatives, and resolve issues and conflicts
• Prepare on the rostering to ensure effective resource allocation throughout the month
• Carry out appropriate and adequate investigation for responsible complaint cases against designated team and resolve the complaint, and minimize the negative impact
• Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point and proactively drive relevant parties to improve customer experience
• Develop an effective working relationship with colleagues to ensure alignment of best working practice
• Keep abreast of the customer service market trend and propose new ideas/practices/technology, which add value to customer experience and improve overall productivity, service quality and cost efficiency
• Assist in ad-hoc project when required

 Qualifications, Training and Experience

• Bachelor’s degree or above
• Minimum 4 years of experience in customer service environment and exposure gained in insurance or financial industry
• Good knowledge of the Healthcare and medical insurance product and operations
• Good communication skills, professional telephone manner and complaint handling skills are essential
• Strong analytical, presentation and problem-solving capability
• Strong sense of responsibility with high level of integrity and trust
• Great command of English, Mandarin and Cantonese
• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing

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. Only candidates selected for interviews will be contacted. 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.

Bupa – A global healthcare specialist

Bupa began in the UK in 1947. We fund and provide healthcare services to fulfil our purpose of helping people live longer, healthier, happier lives. Our diversified services include health insurance, clinics, hospitals, dental centres care homes, and more.

We employ over 80,000 people, principally in the UK, Australia, Spain, Poland, Hong Kong, Chile, Brazil, Saudi Arabia, India, New Zealand, and the US.With no shareholders, we reinvest our profits to provide more and better healthcare for customers.

Bupa is UK’s largest health insurer.* In Hong Kong, we are known as the health insurance specialist providing domestic and international health insurance. We have gained the trust of more than 400,000 individuals, and 3,200 companies including major corporations in public utility and telecom industries.We have been providing quality health insurance for Hong Kong’s civil servants for more than 20 years.

Bupa also provides primary care services through Quality HealthCare Medical Services (QHMS), one of Hong Kong’s largest private clinic networks.

＊Source: Laing Buisson Health Cover UK Market Report 15th Edition, published 16 October 2018, in terms of market share among private medical insurance providers