Customer Service Adviser

Job Description Customer Service Adviser Bupa Global, PO Box 5209, Dubai, United Arab Emirates Full Time Permanent - 40 hours per week Hybrid Working Grade A11 We make health happen At Bupa Global, we're dedicated to helping people live longer, healthier, happier lives. As the international health insurance division of Bupa, we provide premium health insurance to customers around the world, giving them access to healthcare whenever and wherever they need it. As a Customer Service Adviser, you'll play an important role in helping our members get the support they need. You'll be the first point of contact for customers, providing clear, friendly and professional support across a range of enquiries. Whether you're helping a customer understand their health insurance cover, updating policy information or supporting them through a complex query, you'll make a genuine difference to their experience. Joining our dedicated customer service team in Dubai, you'll work in a fast-paced, international environment where customer care is at the heart of everything we do. Key Responsibilities As a Customer Service Adviser, you'll: • Help customers with enquiries about their health insurance policies by phone and written communication. • Investigate customer queries and provide accurate, timely responses. • Make changes to memberships in line with policy requirements. • Reissue and track customer documents when needed. • Process manual credit card payments securely and accurately. • Handle billing enquiries and issue payment receipts. • Raise manual credit notes and invoices where required. • Support brokers and other business partners with policy-related queries. • Keep customer records accurate and up to date. • Update customer contact details and member information. • Work closely with internal teams to help overcome language and cultural barriers. • Coordinate with service partners to arrange medical treatments for members. • Manage customer complaints and carry out investigations to reach fair outcomes. • Make sure all work is completed in line with company processes, regulatory requirements and customer service standards. What We’re Looking For To be successful in this Customer Service Adviser role, you'll have: • Essential to have a second language in Mandarin, Hindi. Urdu, Tagalog, French, German, Russian or Spanish would be highly advantageous, as you'll support a diverse global customer base. • Previous training or experience within a medical or healthcare environment. • Essential experience working within the UAE health insurance sector. • A good understanding of UAE health insurance regulations. • A strong customer service background, ideally within insurance or healthcare. • Experience following processes and working accurately within guidelines. • Excellent communication skills, both written and verbal. • Strong interpersonal skills with the ability to build positive relationships. • Good problem-solving skills and attention to detail. • Confidence managing multiple enquiries and prioritising your workload. • Excellent written and spoken English. • Flexibility to work rotating shifts between 08:00 and 20:00, including occasional weekends and public holidays. Why Bupa? 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. Time Type Full time Job Area Administration Locations: Dubai - OIC

Essential to have a second language in Mandarin, Hindi. Urdu, Tagalog, French, German, Russian or Spanish would be highly advantageous. Previous training or experience within a medical or healthcare environment. Essential experience working within the UAE health insurance sector. A good understanding of UAE health insurance regulations. A strong customer service background, ideally within insurance or healthcare. Experience following processes and working accurately within guidelines. Excellent communication skills, both written and verbal. Strong interpersonal skills with the ability to build positive relationships. Good problem-solving skills and attention to detail. Confidence managing multiple enquiries and prioritising your workload. Excellent written and spoken English. Flexibility to work rotating shifts between 08:00 and 20:00, including occasional weekends and public holidays.

Help customers with enquiries about their health insurance policies by phone and written communication. Investigate customer queries and provide accurate, timely responses. Make changes to memberships in line with policy requirements. Reissue and track customer documents when needed. Process manual credit card payments securely and accurately. Handle billing enquiries and issue payment receipts. Raise manual credit notes and invoices where required. Support brokers and other business partners with policy-related queries. Keep customer records accurate and up to date. Update customer contact details and member information. Work closely with internal teams to help overcome language and cultural barriers. Coordinate with service partners to arrange medical treatments for members. Manage customer complaints and carry out investigations to reach fair outcomes. Make sure all work is completed in line with company processes, regulatory requirements and customer service standards.