Job - Customer Service Advisor, Bupa Global
Bupa Global

Bupa’s purpose is longer, healthier, happier lives

Bupa have been at the forefront of customer focused healthcare and medical insurance services since 1947. As a leading international healthcare group, we offer health insurance and medical subscription products, and run care homes, retirement villages, hospitals, primary care centres and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services.

The Bupa Global story started in 1971 and is a successful part of Bupa, with a key focus on continuing our rapid growth. Operating in over 190 countries, we offer personalised international private health care insurance services to over 800,000 people, including expatriates. As an award winning employer of over 60,000 employees across the world, there is possibility everywhere. With no shareholders, we invest our profits to provide more and better healthcare and fulfill our purpose, of longer, healthier and happier lives.

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Customer Service Advisor

Job Ref.CT3101469-01#0052

Job Introduction

Based in Hong Kong, 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.

Main Responsibilities

  • To provide excellent customer service by exceeding customer expectations and achieving department service standards for calls, emails, new business and claims
  • To proactively deal with customers in a warm and friendly manner and resolving all queries, and complaints, and finding solutions at the first point of contact
  • Be able to understand the customer journey from start to end and know where the different departments/team feed in.
  • Excellent execution of service tasks, evaluating a customer’s situation and applying business criteria and detailed knowledge of Bupa products to make appropriate decisions
  • Take ownership of enquiries and liaise between departments to provide a 'seamless end to end service' to group secretaries, brokers, partners and members. Take ownership of the enquiries and liaise between departments to ensure customer queries are resolved first time, every time
  • Build strong relationships with customers, agents, and groups
  • Demonstrate commitment to improve quality of work produced and give suggestions on new ways of exceeding customer needs
  • Support for complex case handling i.e. high value claims, extraordinary benefits and complaints handling
  • Support colleagues appropriately in a professional manner by assisting, listening and giving constructive feedback to them as and when needed
  • Committed to share knowledge and experience with colleagues to provide training and guidance

The Ideal Candidate

  • Experienced professional with relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
  • A track record of achieving and exceeding targeted business results/KPIs.
  • Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.
  • An ability to speak fluent English,  Cantonese and Mandarin is needed.
  • Experience of account managing the whole customer lifecycle- being responsible for the entire customer journey and acting as a single point of contact or ‘account manager’.
  • Ability to be empathetic and view issues from the customer’s perspective whilst maintaining professional attitude.
  • Ability to deal with public on all levels while clearly establishing customer needs.  Firm yet diplomatic approach.
  • PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required.
  • Flexibility – ability to learn new skills and adapt to changing work practices, extended hours, demonstrate willingness to change..

Please apply through:

Job Ref No.
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  • 5-day week
  • Alternate Saturdays
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
  • Year-end bonus
Employment Term
Career Level
Require to Travel
No travel
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