Customer Service Adviser - Health Insurance

About the role

Bupa Global, the international health insurance division of Bupa, is hiring a Customer Service Adviser in Dubai (OIC) on a full-time permanent basis, 40 hours per week, with hybrid working. You will be the first point of contact for customers, helping them understand their health insurance cover, update policy information and resolve complex queries in a fast-paced, international environment.

Key responsibilities

• Answer customer enquiries about health insurance policies by phone and in writing, and investigate queries with accurate, timely responses.
• Make membership changes in line with policy requirements, reissue and track customer documents, and handle billing enquiries and payment receipts.
• Raise manual credit notes and invoices, process manual credit card payments securely, and support brokers and business partners with policy queries.
• Keep customer records accurate, update contact details, and coordinate with service partners to arrange medical treatments for members.
• Manage customer complaints and investigations, and work with internal teams to overcome language and cultural barriers.
• Complete all work in line with company processes, regulatory requirements and customer service standards.

Required profile

• Second language in Mandarin, Hindi, Urdu, Tagalog, French, German, Russian or Spanish is essential; others are highly advantageous.
• Previous training or experience in a medical or healthcare environment.
• Experience in the UAE health insurance sector and a good understanding of UAE health insurance regulations.
• Strong customer service background, preferably in insurance or healthcare.
• Excellent written and spoken English, and flexibility to work rotating shifts between 08:00 and 20:00, including occasional weekends and public holidays.

Required skills

• Following processes and working accurately within guidelines.
• Good problem-solving skills, attention to detail and ability to prioritise multiple enquiries.
• Strong written and verbal communication and interpersonal skills.