Job Description:

Business Support Hub Team Member

Location: Cairo
Job Type: Full-time
Department: Sales

Purpose of the Role:

Your responsibilities will include supporting customers within B2B Sales by answering, facilitating, and resolving all queries from internal and external customers (decision makers, group secretaries, brokers, account managers), via various communication methods such as, email, and webchat.

What you'll do:

You'll also proactively foster and develop excellent working relationships with our customers, intermediaries and maintain a network of stakeholders throughout the business to facilitate solutions to issues, queries or complaints received via several mediums.

You will be responsible for queries, problem & complaint resolution and give the most appropriate advice and guidance to our customers, which may involve interaction with other Bupa departments.

Respond to emails and manage webchats, that contribute to the achievement of the department service levels & work towards targets & KPI's outlined by your manager.

You will take ownership of the promotion of any queries related to and own any technical issues, related to the digital platform, Bupa Connect.

Carry out all instructions carefully and accurately and in line with documented best practice.

You will also develop and maintain a sound understanding of all the technology available through business.

To ensure that all requests are acted upon in a timely and accurate manner.

To ensure all interactions related to any case are promptly and accurately recorded on appropriate systems.

What you'll bring:

Excellent English communication skills - both verbal and written - are a must.

You'll also need good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively.

You'll manage your own workload, so you'll need to be organised and able to prioritise your daily tasks.

You'll be working in an FCA-regulated environment so will need the ability to work under pressure with an understanding of their TCF principles.

You'll also need to be able use initiative and the ability to work with a minimal level of supervision.

Possess strong numerical skills and can understand invoices.

Strong listening skills with the ability to tailor your approach to each customer.

PC literate with good knowledge of Windows based packages, with good typing skills.

Excellent communication skills, including letter writing skills, and the ability to deal effectively with internal and external customers of all levels Must be resilient and able to keep difficulties in perspective.

Ability to deal calmly and professionally with highly emotional, sometimes irrational, anxious, and uncertain customers within a pressurised environment.

Flexibility to adapt your way of working within a changing environment.

Time management skills and the ability to work quickly and accurately.

Ability to work on own initiative and make decisions within the protocols set down with minimum supervision.

Good problem-solving skills with the ability to present solutions to problems.

Ability to remain positive and calm and projects a "can do" attitude within the team/department.

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 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.

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