Regional Customer Service Advisor

Job Description:

Regional Customer Service Advisor

The Quayside, Hong Kong

A Full Time, Permanent Role

You will work 38.75 hours per week, our opening hours are Monday to Friday 8am to 6pm; Saturday, Sunday and Public Holiday 8am to 5pm

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

As this is an office role a license from Hong Kong Insurance Authority by passing the Insurance Intermediaries Qualifying Exams (paper 1 & 2) and a valid HK ID card/passport is required.

Role overview: 

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.

This role is ideal for calibre who has passion and ambition to develop and progress in premium customer service area.

What you’ll do: 

This is a diverse and skilled customer and client facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on.

Capable in handling complex CS tasks and strong confidence in dealing with challenging situations.

Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation.

You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.

You need to obtain HKIA license (IIQE Paper 1 and Paper 2) and maintain the license by meeting the CPD hours requirement every year.

What you’ll bring: 

• Deliver excellent customer service, understand our customers’ needs, and provide first contact resolution while meet and exceed our quality goals, productivity targets, adhere compliance and regulation.
• Provide personalised service by tailoring every customer interaction.
• Analytical and problem-solving skills. Take ownership and ability to make decision effectively.
• Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.
• Fluency in written and spoken English and Chinese (Cantonese and/or Mandarin)
• Positive attitude and growth mindset, willingness and eagerness to learn and understand medical conditions in order to expand one’s knowledge to support our customers.
• Good numeracy skills to answer claim or payment related queries accurately. 
• PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required.
• You are required to work on weekends and public holidays on rotation basis, shift work remunerated with shift allowance.
• An open, flexible, and team-oriented personality.
• Obtain and maintain HKIA license (Pass in IIQE Paper 1 and Paper 2)

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role. For more guidance, please review the UK Pay Policy on OurBupa.

Please be aware 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.

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