Customer Service Adviser (UAE National)

Job Description Customer Service Advisor (UAE National) Dubai, UAE Hybrid working – 4 days working from home, 1 day in the office Permanent 6 hours per day, 5 days per week 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. 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. ESSENTIAL CRITERIA – please only apply if you have the following: • Must be a UAE National with family book (that can be provided) • Must hold a University Degree (with certificate that can be provided) Role Overview We are looking to add Customer focused representatives to join our telephone based servicing team. These roles join a dedicated customer team within our partner in Dubai. We service our customer globally around the clock. We ask that you be able to work 6 hour shifts (30 hours a week) between 08:00 – 17:00 including occasional weekends and public holidays. What You Will Do • Support customers with their enquiries about their policies • Member correspondence either by phone or by writing following appropriate investigation, in line with policy • Make changes to memberships according to policies • Reissuing and tracking members’ documents • Making manual collections from customers’ credit cards • Deal with billing inquiries. • Raising manual credit notes and invoices when needed • Issue payment receipts for members and group payments • Deal with providers (i.e Brokers) that may have any queries • Take responsibility for ensuring that the system records are accurate and up to date • Ensuring members’ contact details are up to date • Provide support to other internal Departments to overcome cultural and language barriers. • Coordinate with Service Partners to set medical treatments up • Handle members complaints and investigate • What you will bring • Must be a UAE National with family book (that can be provided) • Must hold a University Degree (with certificate that can be provided) • Previous training in a medical environment • Previous experience within Health Insurance experience within the UAE is essential. • Understanding of UAE Health Insurance regulations • Able to demonstrate a focus on excellent customer service within an insurance setting • Experience in working with procedures • Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes. • Must have excellent verbal and written English • Be able to work 6 hour shifts between 08:00 – 17:00 including occasional weekends and public holidays. Time Type Full time Job Area Call Centre Locations: Dubai - OIC

Essential Criteria: UAE National with family book; University degree (with certificate). Additional preferred/background: Previous training in a medical environment; Health Insurance experience in the UAE; Understanding of UAE Health Insurance regulations; Excellent verbal and written English; Experience in working with procedures; Excellent interpersonal, communication and influencing skills; Ability to work 6 hour shifts between 08:00–17:00 including occasional weekends and public holidays.

Support customers with policy inquiries; handle member correspondence by phone or written communication following investigation in line with policy; make changes to memberships; reissuing and tracking member documents; manual collections from customers' credit cards; deal with billing inquiries; raise manual credit notes and invoices; issue payment receipts; liaise with providers/Brokers for queries; ensure system records and contact details are up to date; provide support to internal departments to overcome language barriers; coordinate with service partners to set medical treatments up; handle member complaints and investigations.