Regional Customer Service Advisor

Job Description:

Regional Customer Service Advisor

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.

As a Regional Customer Service Advisor, you will provide support (calls and emails) to customers by handling enquiries related to policy benefits, claims, payments, membership matters, and pre-authorisation requests.

You will help customers navigate their healthcare journey by delivering timely information, resolving enquiries, and ensuring an exceptional customer experience.

You will:

• Enjoy a five-day work week with a rotating day shift schedule.
• Weekday shifts begin at either 9:00 AM or 9:30 AM. Weekend and public holiday shifts start at 8:00 AM.
• Weekend coverage is shared across the team, with the current rotation typically requiring one Saturday and one Sunday shift per month. Time off will be arranged on weekdays in lieu of weekend shifts.
• Public holiday duties are assigned on a rotational basis, with a day in lieu provided for each public holiday worked.

Fresh graduates and candidates seeking to start their career are encouraged to apply. Full training will be provided.

How you’ll help us make health happen

• Handle customer enquiries and service requests related to policy benefits, claims, payments, and membership via phone and email.
• Process pre-authorisation requests accurately and efficiently.
• Build strong relationships with members, healthcare providers, brokers, service partners, and internal stakeholders.
• Proactively resolve customer issues and complaints, coordinating with internal stakeholders to achieve timely and satisfactory outcomes.
• Ensure all customer interactions and case-related activities are documented accurately within company systems.
• Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction, service quality, and operational effectiveness.
• Foster a culture of teamwork by sharing knowledge and supporting colleagues across the business.

Key Skills/Qualifications needed for this role:

• Hold, or be eligible to obtain, Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA).
• Meet the applicable academic and regulatory requirements, including passes in IIQE Papers I and II. Candidates who do not currently hold the licence but are able to obtain it within 3 months of employment are also welcome to apply.
• Language Skills:
  • Fluency in spoken English and Mandarin, or in English and Cantonese.
  • Proficiency in written English is required.
• Soft Skills & Attributes:
  • Previous insurance experience is an advantage but not essential, as comprehensive training will be provided.
  • Passionate about delivering exceptional customer service and helping customers through a range of enquiries and requests.
  • Strong communication and listening skills, with the ability to build rapport and maintain positive customer relationships.
  • Customer-focused problem solver who can manage expectations professionally and resolve issues effectively.
  • Detail-oriented, resilient, and able to thrive in a fast-paced environment while managing multiple priorities.
  • Strong numerical and analytical skills, with the confidence to handle claims and payment-related enquiries.
  • Recent graduates are encouraged to apply. This opportunity is also suitable for candidates with customer service, healthcare, insurance, or administrative experience.

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. 

Time Type:

Full time

Job Area:

Business Development

Locations:

The Quayside