Regional Customer Service Advisor

Regional Customer Service Advisor

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 always maintained locally and globally.

With quality of service identified as the primary driver of retention, this role is crucial to our growth ambitions in the region.

This role is ideal for people who have passion and ambition to develop and progress in premium customer service area, embrace interactions with customers from worldwide.

You will work 38.75 hours per week, the earliest shift starts at 8:30am and the last shift ends at 6:30pm; You will take turns to work Saturday, Sunday and Public Holiday shifts.

What you'll do:

• You are a subject matter expert in handling pre-authorisation requests, via calls or emails, you create a great preauthorisation journey for members.
• You can well organise preauthorisation tasks by evaluating urgency and priority, you have good memory as you follow different processes based on treatment location and medical service needs from members.
• You also answer all other service queries including coverage questions, claim queries, billing/payment queries, update personal information, etc.
• You manage conversations when members are not satisfied with our service, be a good listener and aim to offer resolution to rectify issues.
• Timely response with great quality in calls and emails, accurate record keeping in customer management system.
• You make sensible judgment and provide fair outcome. Have good control in balancing customer demands and company's interest.
• Participate in regular 121s and team meetings with your manager.
• Contribute to the continuous improvement process by putting forward CX ideas.
• Share knowledge and experience with colleagues, provide training and guidance.
• Take responsibility for your own development e.g. explore how different internal and external learning opportunities can develop personal skills and deepen your knowledge according to agreed development objectives.

Performance indicators:

• Feedback from customers, peers, managers and other departments
• Net promoter scores
• Productivity
• Quality of work / QA score

Academic / Professional qualifications:

• Bachelor's degree or equivalent preferred.
• Pass in IIQE Paper I and II needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.
• Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.

Ideal candidate:

• Language Skills:
  • Fluency in spoken English, Cantonese, and Mandarin is essential.
  • Proficiency in written English is required.
  • Chinese input skills are a distinct advantage.
• Soft Skills & Attributes:
  • Strong empathy and active listening skills.
  • Excellent verbal communication and the ability to simplify complex information.
  • Good observation skills to detect customer vulnerability.
  • Ability to manage expectations with tact and professionalism.
  • Calm and composed under pressure.
• Other Requirements:
  • No prior medical knowledge required, but a willingness to learn and apply knowledge on the job is essential.
  • Strong numeracy skills to handle complex claim or payment queries accurately.
  • Proven track record of meeting productivity and quality assurance targets.
  • Effective time management and prioritisation skills.

Please note that if you're successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application.

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed based on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can truly be you at Bupa. We want to ensure you are treated fairly regardless of disability or circumstance. That's why we're happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.