Job Description:
Customer Service Consultant
Bupa Consulting (Beijing) Co. Ltd, Suite 508, 5F, Fortune Financial Center, No.5 Dongsanhuan Zhong Road, Chaoyang District, Beijing 100020
Full Time Permanent - 40 hours per week
Hybrid Working
We make health happen
The Regional Customer Service Advisor is the face of Bupa Global for our valued customers and partners, ensuring our reputation for outstanding individual service is maintained locally and globally at all times.
With quality of service identified as the primary driver of retention this role is crucial to our growth ambitions in the region.
This role is ideal for people who have passion and ambition to develop and progress in premium customer service area.
How you'll help us make health happen:
This is a diverse and skilled customer and client facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on.
Capable in handling complex tasks and strong confidence in dealing with challenging situations.
Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation.
You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.
What you'll need:
Deliver excellent customer service, understand our customers' needs, and provide first contact resolution while meet and exceed our quality goals, productivity targets, adhere compliance and regulation.
Provide personalised service by tailoring every customer interaction.
Analytical and problem-solving skills. Take ownership and ability to make decision effectively.
Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.
Fluency in written and spoken English and Chinese
Positive attitude and growth mindset, willingness and eagerness to learn and understand medical conditions in order to expand one's knowledge to support our customers.
Good numeracy skills to answer claim or payment related queries accurately.
PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required.
You are required to work on weekends or public holidays on rotation basis
An open, flexible, and team-oriented personality.
Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
Time Type:
Full timeJob Area:
Call CentreLocations:
China - Beijing
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challeging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
For 10 years, Neil has shown dedication in becoming our Specialist Complaints Team Manager. Solving claims and helping people live longer, healthier, happier lives and making a better world.
Always eager to develop, challenge himself and the surrounding team, there is no stopping Neil’s progression.
