Inbound Retention (Customer Care) Consultant

Bupa; Melbourne; Hybrid; AUD 66,000 - 81,000; Full time

Benefits offered by this job

Health & wellbeing benefits

Discounts on optical and dental

Subsidised health insurance

Job summary

Bupa is hiring an Inbound Retention Consultant to understand why customers are leaving and retain them by offering tailored solutions. The role is full-time (38 hours/week) with hybrid work, requiring two days per week in Melbourne or Brisbane offices, and operating between 8am–8pm AEST, Monday to Friday.

The successful candidate will join a supportive training program and ongoing coaching, with a focus on delivering empathetic, patient-centred service across multiple IT platforms.

Qualifications

• Empathetic and passionate about helping customers.
• Excellent verbal and written communication.
• Ability to maintain confidentiality of customer information.
• Experience in customer service and retention.
• Ability to work across multiple IT platforms.

Responsibilities

• Understand why customers are leaving and retain them.
• Engage in detailed conversations to connect with customers and families’ needs and offer tailored solutions.
• Work in a disciplined virtual environment with steady performance.

Skills

Resilience

Team player

Customer service

Retention experience

Fast learner

Communication

Tech savvy

NBN 50Mbps

Job description

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

Bupa team members have access to a range of health and wellbeing benefits, from optical and dental discounts through to subsidised health insurance.

At Bupa, we’re big on learning and development, and some of the best careers begin in our customer-facing teams. As a customer-first business, we know that no one understands our customers better than the people who serve them every day.

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:

The role of an Inbound Retention Consultant is to understand why customers are looking to leave Bupa and to retain them as a customer. Customers may be dropping their private health insurance all together or switching to another fund. We try to retain our members through having a detailed conversation where we connect and understand them and their families’ situation/needs, ultimately presenting a tailored solution.

• Full time 38 hours/week $73,500 + super
• Mon – Fri between 8am - 8pm AEST
• Hybrid (2 days per week in the office Melbourne or Brisbane)

Our commitment to your development:

During the first few weeks youwill complete a comprehensiveand immersiveremote training program, led by our highly experienced training team,to set you up for success in your role.

The learning and development doesn’t stop there, we keep our teams small to support you and give frequent coaching from coaches & team leaders every step of the way!

About you:

You have a passion for helping people and are naturally empathetic. With your unique desire to help our customers you will ensure they are always satisfied. In addition:

• You’re quite resilient with ability to take one call after another
• You’ll be a team player who is punctual and happy to step in for your teammates when needed
• You have recent Customer Service & Retention experience in a related environment
• The ability to learn quickly and operate effectively in adisciplinedvirtual environment
• Mature attitude to your work with sensitivity to our customer’s confidential information
• Have outstanding communication skills, both verbal and written
• Be tech savvy with the ability to work across multiple IT platforms and screens effortlessly
• Already have or the ability to obtain NBN internet that has bandwidth of 50mbps or greater

Why you’ll love it

Bupa’s Health and Wellbeing program, Viva Healthier and Happier has been designed to provide benefits for Bupa employees, and at times, their friends and family. Encompassing all aspects of health from mental to physical, social, financial and environmental, we are committed to ensuring all our people feel their best self.

Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment. We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation