Senior Associate - Premium Care
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Key skills for this role
About the Role
Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards Handle members' inquiries or complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
Key Skills for This Role
Full Job Posting
Job Description
- Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards
- Handle members' inquiries or complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
- Maintaining a positive, empathetic and professional attitude toward customers.
- Maintain the NPS score by improving the member journey with Bupa Arabia.
- To work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
- Strive consistently to promote a positive team spirit
- Contribute within the team positively.
- Manage the Surplus complaints without the need of further escalations.
- Ensure the proper follow up of the recovery plan.
- Ensure that all the complaints are entered into the complaints system tracker so as to help take prevenitive actions
- Ensure to record Surplus feedback and escalate poor satisfaction to the unit manager.
Skills
- Healthcare, customer service
- Proactive, multi-cultural with interpersonal and good communication skills,
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