Job Description

Complaint Handling Specialist

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you’ll help us make health happen

• Ensuring the customer is treated in a fair and consistent manner when raising a complaint with Bupa Global
• Manage the complaints process by taking ownership of individual cases and resolving satisfactorily and in accordance with regulatory requirements and TCF principles or equivalent for other countries (mainly Hong Kong, Singapore, Australia and Indonesia)
• Manage the process relating to customer and other stakeholder complaints and be the focal point for all forms and formats of complaints into the business
• Responsible for discovering and proposing potential opportunities for improving the customer experience
• Adherence to required regulatory guidelines and specifically requirements from industry regulators
• Investigate the complaint competently, diligently and impartially, obtaining additional information as necessary
• Liaising with internal departments and collating their contribution to the investigation of a complaint
• Ensuring complaint processes are understood and applied consistently in the assessment of complaints;
• Provide input and assistance in the reviewing/updating of complaints manuals and complaints related literature & supporting documents

Key Skills/Qualifications needed for this role:

• Substantial experience of working in a customer service role in the financial services sector
• Previous experience of complaint handling preferred
• Excellent written (English and Traditional Chinese) and verbal communications (English, Cantonese and Mandarin).
• Excellent telephone soft skills
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes
• Willingness to take ownership and a passion for solving customers problems
• Effective problem solving and decision making skills, using own initiative
• Puts customer first, building strong relationships and being pro-active to their needs
• Flexibility – ability to learn new skills and adapt to changing working practices, demonstrate willingness to change

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Time Type:

Full time

Job Area:

Business Development

Locations:

The Quayside