Senior Associate - Care

Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards

• Handle members' inquiries or complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
• Maintaining a positive, empathetic and professional attitude toward customers.
• Maintain the NPS score by improving the member journey with Bupa Arabia.
• To work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
• Strive consistently to promote a positive team spirit
• Contribute within the team positively.
• Manage the Surplus complaints without the need of further escalations.
• Ensure the proper follow up of the recovery plan.
• Ensure that all the complaints are entered into the complaints system tracker so as to help take prevenitive actions.
• Ensure to record Surplus feedback and elevate poor satisfaction to the unit manager.