Senior Associate - 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
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 0 Max: 2
