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Regional Customer Services Advisor

Job Introduction

The Regional Customer Service Advisor is the face of Bupa Global for our valued customers and partners, ensuring our reputation for outstanding individual service is maintained locally and globally at all times. With quality of service identified as the primary driver of retention this role is crucial to our growth ambitions in the region. 

Role Responsibility

  • To provide excellent customer service by exceeding customer expectations and achieving department service standards for calls, emails, new business and claims
  • To proactively deal with customers in a warm and friendly manner and resolving all queries, and complaints, and finding solutions at the first point of contact
  • Be able to understand the customer journey from start to end and know where the different departments/team feed in
  • Utilise current technology, including multiple systems, to carry out changes to group secretaries, brokers, partners and members' records where appropriate ensuring that these are accurate at all times
  • Take ownership of enquiries and liaise between departments to provide a 'seamless end to end service' to group secretaries, brokers, partners and members.
  • Build strong relationships with customers, agents, and groups
  • Support for complex case handling i.e. high value claims, extraordinary benefits and complaints handling
  • Assist in the development of the regional operating model, being able to adapt to improvements and change
  • Participate in projects demanding decision making and high level of responsibility within operations and/or cross-departmental
  • Committed to share knowledge and experience with colleagues to provide training and guidance

The Ideal Candidate

  • Graduated in upper secondary education supported by further and higher education of minimum 2 years
  • IIQE Paper I and II are required. If not, candidates are required to sit for these within 2 months
  •  Experienced professional with relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management
  • Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes
  • Ability to speak fluent English, Cantonese and Mandarin is needed
  • Experience of account managing the whole customer lifecycle- being responsible for the entire customer journey and acting as a single point of contact or ‘account manager’
  • PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required
  • Effective problem solving and decision making skills, using own initiative
  • Takes an interest in customer needs, always responding professionally and efficiently
  • Good team player



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