Job Description:

Digital Support Chat Specialist

Location: Cairo (Hybrid depending on business needs)
Job Type: Full-time
Department: Digital Support Team

Purpose of the Role:
This purpose of this role is to provide front line incident management to all Bupa customers and clients who are unable to access Bupa's digital propositions.. As a Digital Support Chat Specialist, you'll handle live webchats, diagnose technical issues, and provide tailored solutions across multiple digital channels. Your insights will help shape the future of our digital transformation.

What you'll do:

• Handle customer queries through webchat with professionalism and care
• Write clear, correct English responses that match customer needs and tone
• Support customers with login, registration and account access issues
• Troubleshoot across different systems and find the best solution for the customer
• Escalate to IT support teams when issues cannot be solved directly
• Complete administration tasks linked to customer cases
• Educate customers on how to use Bupa's online services
• Keep accurate records in Bupa systems
• Follow processes for complaints and try to resolve them where possible
• Work towards agreed targets such as Quality, AHT, and WRAP
• Take part in team huddles twice a week to hear important updates
• Attend monthly 1-1s and coaching sessions with your team leader, and act on feedback
• Complete training and continue learning new skills
• Understand when and how to transfer chats to other departments
• Be actively involved in team engagement activities to support morale and teamwork

What you'll bring:

• IT-related background or qualification is essential to understand and support the technical architecture of Bupa's digital propositions.
• Minimum 1 year in an English-speaking customer service chat environment is preferred.
• Strong written communication, empathy, problem-solving, and time management.
• PC literate with knowledge of Windows-based packages and digital platforms.
• Passion for digital servicing, adaptability, and a "can-do" attitude.
• Collaborative spirit and ability to work independently within set protocols.
• Ability to work independently and as part of a team
• Flexible and able to adapt to changes
• Positive attitude and calm under pressure

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.

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