Customer Relations Consultant
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Key skills for this role
About the Role
Bupa UK is seeking a Customer Relations Consultant based in Dubai to handle customer complaints fairly and in line with regulatory requirements. The role involves end-to-end complaint management, investigation, and resolution, requiring UAE customer service experience.
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 from start to resolution.
- Act as the central point for all complaints (internal and external), coordinating processes and communications with customers and stakeholders.
- Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions or redress.
- 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 while maintaining ongoing training and competency standards.
Requirements
- Bachelor's degree holder
- UAE Customer Service Experience
- UAE Complaints handling experience preferable
Full Job Posting
Job Description
- The role holder will be expected to make decisions based on customer needs in line with existing business requirements and compliance with the necessary regulatory framework.
- The Customer Relations Consultant has freedom to make decisions that drive customer satisfaction and protect the company’s profitability and adherence to regulatory requirements.
- They will work collaboratively with other departments across Bupa Global to ensure delivery of the most effective service and achieving consistent and fair outcomes for customers.
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.
- Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.
- We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.
Time Type
- Full time
Job Area
- Call Centre
Locations
- Dubai OIC
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