Senior Associate - Call Center (Outsource) Pipeline

Bupa; Jeddah; On-site; SAR 120,000 - 180,000; Full time

Job summary

Bupa Arabia is seeking a Senior Associate – Call Center (Outsource) Pipeline to deliver high-quality customer service and professional communication. You will work within the Customer Service department to resolve inquiries and support network information.

The role requires knowledge of networks, treatments, paperwork requirements, and ability to handle complaints, with focus on timely resolution and minimal supervisor intervention.

Qualifications

• Understanding of customer service principles and standards.
• Ability to navigate multiple systems for information retrieval.
• Good analytical and follow-up skills.

Responsibilities

• Maintain knowledge of departments, network, products and services to inform customers accurately.
• Identify recurring issues and communicate findings for corrective action.
• Use systems for preauthorization, claims research, and provider network status.
• Understand client and provider contracts when assisting callers.
• Deliver customer satisfaction to internal and external customers and improve service delivery.
• Resolve complaints with minimal supervisor intervention.

Skills

Customer service

Multitasking

Troubleshooting

Communication

Conflict resolution

Job description

Job Title: Senior Associate – Call Center (Outsource) Pipeline

Provide a high level of customer service and professional communication skills.

Key Responsibilities:

• Maintain a thorough knowledge of all departments, Bupa Arabia network, products, and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries with confidence at all times.
• Highlight any recurring problems that are identified and then direct the information accordingly so that corrective actions can be taken promptly.
• Ability to use and interpret multiple systems for preauthorization, claims research, contract interpretation, and provider network status.
• Capacity to understand and interpret client and provider contracts while working with callers.
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of supervisors.

Skills Required:

• Working knowledge of personal computers and ability to navigate through software applications.
• Ability to multi-task in a fast-paced changing environment and work well under stress.
• Strong trouble shooting, problem-solving and basic analytical skills.
• Excellent follow up skills.
• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers.

Employment / Job Type: Full Time

About the Company:

Bupa is an international healthcare organisation offering health insurance and medical services to customers around the world. Its operations span hospitals, clinics, dental centres and aged care, alongside workplace health and digital consultation services. Having no shareholders, Bupa reinvests its profits back into patient care and the wider business.

Company Industry: Healthcare

Department / Functional Area: Customer Service

Closing Date: 18 October 2026