Job Description:

Senior Service Expert

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you'll help us make health happen

Top tiered product members

• Build strong customer relationships through a proactive, personalised service approach, tailored to individual preferences with managerial support.
• Deliver exceptional service by planning effectively, collaborating across departments, and maintaining high standards with minimal disruption.
• Engage confidently in face-to-face interactions, using excellent communication skills and a willingness to innovate and improve the service model, including concierge support like medical appointment bookings.
• Provide healthcare concierge service (e.g. medical appointment booking service for members)

Deliverable for all members

• Manage member enquiries effectively, providing clear guidance on benefits, claims, billing, and pre-authorisation requests with timely, high-quality responses and accurate record keeping.
• Balance customer needs with business priorities, using sound judgment to deliver fair outcomes, while actively contributing to service improvements and sharing knowledge with colleagues.
• Own your development by engaging in team meetings, training others, and exploring learning opportunities aligned with personal growth objectives.

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent preferred.
• Pass in IIQE Paper I and II needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.
• Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.
• Language Skills:
  • Fluency in spoken English, Cantonese, and Mandarin is essential.
  • Proficiency in written English is required.
  • Traditional/Simplified Chinese input skills are a distinct advantage.
• Skills & Experience:
  • Skilled communicator with empathy, clarity, and strong numeracy.
  • Independent and efficient, with proven results and sound judgment.
  • Experienced and knowledgeable, especially in Bupa Global processes.

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.

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