VIP Care

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 KPI's
• 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 acknowledgement, 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

• 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