Customer Service Adviser (UAE National)

About the role

Bupa Global, the international health insurance division of Bupa, is adding customer-focused representatives to its telephone-based servicing team in Dubai, working through its partner in the UAE. The team serves customers globally around the clock, and the role is full-time, permanent, with hybrid working (4 days from home, 1 day in the office) and 6-hour shifts, 5 days a week, between 08:00 and 17:00, including occasional weekends and public holidays.

Key responsibilities

• Support customers with enquiries about their policies, by member correspondence by phone or in writing after appropriate investigation, in line with policy.
• Make changes to memberships and reissue and track members' documents.
• Handle billing inquiries, raise manual credit notes and invoices, and issue payment receipts for members and group payments.
• Deal with providers (brokers) with queries and ensure system records and members' contact details are accurate and up to date.
• Support other internal departments to overcome cultural and language barriers, coordinate with service partners to set up medical treatments, and handle and investigate member complaints.

Required profile

• UAE National with a family book (that can be provided).
• University degree (with certificate that can be provided).
• Previous training in a medical environment and previous experience in health insurance in the UAE (essential).
• Understanding of UAE health insurance regulations.
• Able to work 6-hour shifts between 08:00 and 17:00, including occasional weekends and public holidays.

Required skills

• Excellent verbal and written English.
• Excellent interpersonal, communication and influencing skills, with a focus on excellent customer service in an insurance setting.
• Experience working with procedures.