Customer Service Advisor (Call Centre)

Bupa; Hong Kong; Sur place; HKD 240 000 - 360 000; Plein temps

Avantages offerts par ce poste

Base salary

Study assistance plan

Company pension plan

Life and medical benefit

Dental benefit

Annual leave

Examination leave

Résumé du poste

Bupa is seeking a proactive Customer Service Professional to deliver high-quality, one-stop support to VIP members via phone, email and LiveChat in Hong Kong.

The role focuses on benefits and claims inquiries, proactive follow-up, and close collaboration with internal teams to resolve complex issues while maintaining service standards. Excellent English, Mandarin and Cantonese are required, with a diploma or above and relevant insurance licensing.

Qualifications

• Bachelor’s degree or above required.
• IA license (General Insurance) or equivalent qualification.
• IIQE Paper 1 and 2 passed or equivalent qualification.
• 1–2 years in a customer service environment, preferably life/medical insurance.
• Good knowledge of healthcare and medical insurance products and processes.
• Excellent English, Mandarin and Cantonese.
• Strong communication skills and professional telephone manner.
• Proficiency in Microsoft Office applications.

Responsabilités

• Handle enquiries via phone, email and LiveChat with VIP customers professionally.
• Address members’ benefit and claims inquiries while maintaining service quality.
• Maintain customer relationships through courtesy calls and proactive follow-up.
• Resolve complex enquiries and complaints in a customer-focused, solution-oriented manner.
• Collaborate with internal stakeholders to resolve enquiries and provide timely updates.

Connaissances

Customer service

Complaint handling

Communication skills

Phone etiquette

Proactive follow-up

Problem solving

Integrity

Team collaboration

Formation

Bachelor’s degree or above

IA license (General Insurance)

IIQE Paper 1 & 2

Outils

Microsoft Office

Description du poste

Responsibilities

• Handle enquiries through phone, email and LiveChat, delivering high-quality, one-stop support to VIP customers in a professional and timely manner


• Address members’ benefit and claims enquiries effectively while maintaining service quality


• Maintain customer relationships through courtesy calls and proactive follow-up to enhance customer satisfaction


• Resolve and investigate complex enquiries and complaints in a responsive, customer-focused and solution-oriented manner, minimising potential impact on customer experience


• Work closely with internal stakeholders to resolve enquiries and provide timely updates to members and business partners


• Bachelor’s degree or above


• Valid IA license (General Insurance), passing IIQE exam (Paper 1 and 2) or other relevant qualifications that fulfil the requirement of Licensed Insurance Intermediaries


• Minimum 1-2 years of experience in a customer service environment, preferably with exposure to life insurance, medical insurance or healthcare services industry


• Good knowledge of healthcare and medical insurance products, processes, and operations


• Good communication skills, professional telephone manner and sound complaint handling skills


• Strong sense of responsibility with high level of integrity and trust


• Excellent command of English, Mandarin and Cantonese


• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing

Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.
Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.