Role Purpose 

Responsible for overseeing and managing customer feedback and complaints, and enhance customer experience through continuous improvement.

Role and Responsibilities

• This position will be responsible for overseeing and managing customer feedback and complaints for all business channels to enhance customer experience through continuous improvement

• To communicate and coordinate with other departments in identifying improvement opportunities through customer feedback and implement action plans to minimize complaints 

• To establish and improve workflow, procedures and service standards and enhance KPIs

• To assist department head to develop key retention programs and to monitor conservation results

• To assist department head to monitor the performance of the customer contact service team

• To manage and develop people in order to deliver quality service to our customers

• To be responsible for preparing quality customer correspondence

• To prepare various regular reports for management

• Other ad hoc projects as assigned by department head

To be considered for this role, you should ideally have: 

• An Undergraduate degree with at least 5 years of relevant experience in customer service, preferably in Tele-marketing and Bancassurance channels

• At least 2-year engagement in managerial position

• FLMI, ALHC and IIQE (Paper1, 3 &5) designations preferred

• Be analytical, self-motivated, pro-active self-starter with the ability and attributes to act and perform with minimal direction or instruction

• Good leadership skills to coach and develop team members 

• Strong communication skills with written and oral proficiency in both English and Chinese required

• Proficiency in MS Word, Excel, Access and PowerPoint

Bupa offers 5 days work per week and comprehensive remuneration packages including base salary, performance bonus, study assistance plan, non-contributory 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. 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