Regional Customer Service Advisor

Regional Customer Service Advisor

The Quayside, Hong Kong

A Full Time, Permanent Role

You will work 38.75 hours per week, the opening hours are between 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 mainland China, 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.

What You’ll Do

This 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.

This will include resolving complex and challenging situations from our customers.

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

What You’ll Bring

• Effective problem solving and decision making skills, using own initiative.
• Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.
• Ability to be empathetic and view issues from the customer’s perspective whilst maintaining professional attitude and a passion to service customers.
• Good team player with an ability to prioritise own workload effectively.
• Experienced professional with relevant transferable skills and knowledge. A track record of achieving and exceeding targeted business results/KPIs.
• Good numeracy skills in order to answer claim or payment related queries accurately.
• Fluency in written and spoken English and Cantonese and a good command of Mandarin would be an advantage.
• Shift work is required. Being flexible to accept ad-hoc shift arrangement is desirable.
• PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required.
• Willingness and eagerness to learn and understand medical conditions in order to expand one’s knowledge to support customers.

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.

the growth of other team members.

Time Type

Full time