Senior Associate – Call Center & Customer Care (Mega AC), Bupa, Jeddah, KSA

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...
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 kpis
    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 acknowlegement, 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

    Healthcare, customer service, frontdesk
    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

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!

https://careers.bupa.com.sa/en/saudi-arabia/jobs/senior-associate-call-center-customer-care-mega-ac-1100051321/


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