Job Description
Execution of service strategy & BUPA policies
- Align with business service strategy, e.g. up your service ... etc. to deliver customer satisfaction
- Apply VIP & customer care policies and procedures, according to department KPIs.
- Full implantation of different Bupa products, values and policies, to reflect Bupa images in front of the customer.
Handling the daily unit activities
- Handle the daily received cases by customer care email, fax, visits or the call center.
- Doing the outbound calls, and making sure to give the member proper updates, and proper closing of the cases according to best practice procedures & guidelines.
- Ensure to answer customer care extension according to agreed service level.
- Maintain the proper escalation of the sensitive & complicated issues to the line manager
- Maintain high quality scores of complaint & case managements as per KPI's
- Ensure proper closing of the cases with minimal percentage of re-opening of the cases as per set KPIs
Complaint management
- Process the complaints received by fax, web, phone, visit and emails
- Ensure proper acknowledgement, investigation & official replied within agreed KPI
- Update tracking of customer complaints, resolution, and send regular reports
- Escalate to the management the serious complaints
- Identifying the root cause of complaints to check any process failures
VIP end to end process
- Handling VIP members in different touch points, and make sure that they will get the best services within BUPA Arabia, and improve their customer experiences about BUPA services
- Track all commercials related to VIP members,
- Doing daily outbound calls related to VIP and other follow up cases
Skills
- Multi-cultural with interpersonal and communication skills, excellent planning
- Commercial skills in combination with service focused mindset
- Strong trouble shooting, problem-solving and analytical skills
- Excellent follow up skills
- Ability to multi-task in a fast-paced changing environment and work well under stress
