Customer Relations Consultant
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Key skills for this role
About the Role
Bupa is hiring a Customer Relations Consultant in Dubai to handle complaints and ensure fair outcomes for customers. The role involves end-to-end complaint management, investigation, and collaboration with internal teams.
Key Skills for This Role
Responsibilities
- Ensure all complaints are handled fairly, consistently, and in line with regulatory requirements, taking full ownership of each case
- Act as the central point for all complaints, coordinating processes and communications with customers and stakeholders
- Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions
- Provide prompt, transparent, and non misleading explanations of decisions, ensuring timely resolution and implementation of agreed remedial actions
- Liaise with internal teams, ensure data protection adherence, and support regulatory compliance, reporting, and documentation requirements
- Conduct root cause analysis, identify trends, and recommend improvements to enhance customer experience and overall service quality
- Contribute to reporting, quality assurance, training, complaint documentation, and provide guidance across the business
Requirements
- Bachelor's degree holder
- UAE Customer Service Experience is a must
- UAE Complaints handling experience is preferable
Full Job Posting
Job Description
- Customer Relations Consultant in Dubai with hybrid working.
- Full time position. Due to business requirements, only considering candidates currently based in Dubai.
- The role holder will make decisions based on customer needs in line with business requirements and regulatory framework.
Job Responsibilities
- Customer Fairness & Ownership: Ensure all complaints are handled fairly, consistently, and in line with regulatory requirements, taking full ownership of each case from start to resolution.
- End to End Complaint Management: Act as the central point for all complaints (internal and external), coordinating processes and communications with customers and stakeholders.
- Thorough Investigation & Assessment: Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions or redress.
- Clear Communication & Resolution: Provide prompt, transparent, and non misleading explanations of decisions, ensuring timely resolution and implementation of agreed remedial actions.
- Internal Collaboration & Compliance: Liaise with internal teams, ensure data protection adherence, and support regulatory compliance, reporting, and documentation requirements.
- Root Cause & Continuous Improvement: Conduct root cause analysis, identify trends, and recommend improvements to enhance customer experience and overall service quality.
- Support, Reporting & Development: Contribute to reporting, quality assurance, training, complaint documentation, and provide guidance across the business while maintaining ongoing training and competency standards.
Key Skills Required
- Bachelor's degree holder.
- UAE Customer Service Experience is a must.
- UAE Complaints handling experience is preferable.
Why Bupa?
- We're a health insurer and provider with no shareholders, our customers are our focus.
- We encourage all of our people to 'Be you at Bupa', we champion diversity.
- Additional leave, Gym membership, Private dental insurance, Referral programme, Free flu jabs, Employee mentoring programme, Paid volunteer time, Financial planning services, Company pension, Cycle to work scheme, Private medical insurance, Health & wellbeing programme.
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