Customer Service Adviser

Bupa; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading international health insurance provider is seeking customer-focused representatives for a telephone servicing team in Dubai. The role involves supporting customers with their health insurance inquiries, managing policy changes, and ensuring the accuracy of membership details. Candidates must have health insurance experience in the UAE, excellent customer service skills, and a strong grasp of both verbal and written English. Flexibility to work 8-hour shifts, including occasional weekends, is required.

Qualifications

• Previous training in a medical environment.
• Essential experience in Health Insurance within the UAE.
• Understanding of UAE Health Insurance regulations.

Responsibilities

• Support customers with their enquiries about policies.
• Make changes to memberships according to policies.
• Handle members' complaints and investigate.

Skills

Excellent customer service

Interpersonal skills

Communication skills

Ability to work under procedures

English proficiency

Job description

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Role Overview

We are looking to add Customer focused representatives to join our telephone based servicing team. These roles join a dedicated customer team within our partner in Dubai.

We service our customer globally around the clock. We ask that you be able to work 8 hour shifts (40 hours a week) between 08:00 – 20:00 including occasional weekends and public holidays.

What you will do

• Support customers with their enquiries about their policies
• Member correspondence either by phone or by writing following appropriate investigation, in line with policy
• Make changes to memberships according to policies
• Reissuing and tracking members’ documents
• Making manual collections from customers’ credit cards
• Deal with billing inquiries.
• Raising manual credit notes and invoices when needed
• Issue payment receipts for members and group payments
• Deal with providers (i.e Brokers) that may have any queries
• Take responsibility for ensuring that the system records are accurate and up to date
• Ensuring members’ contact details are up to date
• Provide support to other internal Departments to overcome cultural and language barriers.
• Coordinate with Service Partners to set medical treatments up
• Handle members complaints and investigate

What you will bring

• Previous training in a medical environment
• Previous experience within Health Insurance experience within the UAE is essential.
• Understanding of UAE Health Insurance regulations
• Able to demonstrate a focus on excellent customer service within an insurance setting
• Experience in working with procedures
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
• Must have excellent verbal and written English
• Be able to work 8 hour shifts between 08:00 - 20:00 including occasional weekends and public holidays.