Customer Advisor

Bupaoptical; City of Melbourne; Hybrid; AUD 58,000 - 80,000; Full time

Benefits offered by this job

Bupa Health Insurance

Health & wellbeing program

Partner discounts

Career development

Rewards programs

14 weeks parental leave

Job summary

Bupa is seeking a customer service specialist in Melbourne to resolve enquiries, review cover, and provide tailored health insurance solutions. You’ll be the primary contact for customers, helping them make informed decisions and building trust through positive interactions.

This permanent, full-time role operates with a hybrid model (two days in the office). It starts with an 11-week training program, 8:00 AM–8:00 PM shifts, and a base salary of AU$68,139.23 plus super, bonus and employee

Qualifications

• Experience in a customer service environment with targets.
• Passion for delivering exceptional customer service and positive experiences.
• Strong communication and active listening skills for phone interactions.
• Ability to resolve enquiries confidently and professionally.

Responsibilities

• Serve as the primary point of contact for policy, coverage and benefits via phone.
• Resolve enquiries and issues at the first point of contact where possible.
• Review customers' existing coverage and provide tailored health insurance solutions.
• Achieve individual and team targets across customer experience and retention.
• Handle complaints and complex enquiries with empathy and professionalism.
• Maintain accurate customer records while complying with privacy and regulations.
• Promote self-service options and gather feedback to improve service.
• Participate in ongoing training and collaborate with internal teams.

Skills

Communication skills

Active listening

Customer service

Problem solving

Adaptability

Tools

CRM systems

Job description

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

The purpose of this job is….

As the primary point of contact for Bupa Health Insurance customers, you'll deliver exceptional service by resolving enquiries, reviewing existing cover, and providing tailored health insurance solutions. You'll assist customers with policy and coverage questions while helping them make informed decisions about their health cover.

This role is key to building customer trust and loyalty through positive interactions, achievement of service and retention targets, and a commitment to delivering outcomes that align with Bupa's values. You'll combine strong customer care, problem-solving skills, and product knowledge to support both customer wellbeing and business success.

This is a permanent, full-time opportunity commencing on 4 November, based in our Melbourne office, with a hybrid working model that includes a minimum of two days per week in the office, offering a base salary of $68,139.23 plus super, bonus and employee benefits.

To set you up for success, you'll participate in a comprehensive 11-week training program with full support and coaching. This role operates Monday to Friday, with shifts scheduled within our operating hours of 8:00 AM to 8:00 PM, so availability to work across these hours is essential.

Key responsibilities:

• Serve as the primary point of contact for Bupa Health Insurance customers, managing enquiries related to policies, coverage, and benefits via phone.
• Deliver exceptional customer service by resolving enquiries and issues efficiently at the first point of contact wherever possible.\
• Review customers' existing coverage and provide tailored health insurance solutions that meet their individual needs.
• Achieve individual and team performance targets across customer experience, service quality, first call resolution, and retention outcomes.
• Handle customer complaints and complex enquiries professionally and empathetically, ensuring positive customer outcomes.
• Maintain accurate customer records while adhering to compliance, privacy, security, and regulatory requirements.
• Identify opportunities to improve processes, promote self-service solutions, and gather customer feedback to enhance the customer experience.
• Participate in ongoing training and collaborate with internal teams to continuously improve knowledge, performance, and customer outcomes.

What you’ll need to make it possible

• Proven experience in a customer service environment, with a track record of achieving performance targets.
• A passion for delivering exceptional customer service and creating positive customer experiences.
• Strong communication and active listening skills, with the ability to build rapport and trust over the phone.
• Effective problem-solving and negotiation skills, with the ability to resolve enquiries confidently and professionally.
• Solid computer literacy and the ability to navigate multiple systems efficiently.
• Resilience and adaptability to thrive in a fast-paced environment and manage challenging customer interactions.
• Coachability and a growth mindset, with a willingness to learn, apply feedback, and continuously develop.
• Health insurance knowledge is advantageous but not essential.

Why you’ll love it?

This is a great opportunity to make a real difference in customers' lives while building a rewarding career with Bupa. You'll receive comprehensive training and ongoing coaching, enjoy the flexibility of a hybrid working model, and be part of a supportive team that celebrates success. Every day brings new challenges and opportunities to help customers, develop your skills, and contribute to a purpose-driven organisation committed to helping people live longer, healthier, happier lives.

Plus, you'll enjoy a range of Bupa benefits, including:

• Fully subsidised Bupa Health Insurance on basic hospital and extras cover
• Access to our health & wellbeing program
• Discounts on a range of partner brands such as New Balance, Garmin, Apple, Samsung and many more!
• Career development opportunities
• Reward and recognition programs
• 14 weeks paid gender-neutral parental leave

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.