ROLE PURPOSE

Is responsible for effectively promoting and advocating BUPA products and value-added services in the hospitals & also providing a competent, courteous, efficient and proactive point of contact for customers(both internal and external) by answering customer queries via face to face/phone/e-mail so that that all calls and member requests are processed as per company standards. This ultimately helps the organisation achieve their annual retention targets.

#KEY ACCOUNTABILITIESKEY ACTIVITIES / DECISION AREAS

1High level of customer service and professionalism•Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards

•Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on it’s provider and proceed general queries with confidence at all times

•Handle customer complaints and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.

2Team Support•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

3Handling complaints effectively•Manage the customer 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

4Customer feedback•Ensure that he is aware of all the decision makers in the assigned group

•Escalate all the critical complaints and concerns of the group's decision makers to the delegates manager and the relationship manager

•Archive all the documents related to the assigned group and acknowledge receiving them