Description
Bupa Global is seeking a Service Relationship Agent to join their team in Hong Kong. As a Service Relationship Agent, you will play a crucial role in delivering exceptional customer service to Bupa Global's members.
Member Servicing You will handle member enquiries and service requests through phone and email channels, providing support on pre-authorisation, policy and benefit enquiries, claims, billing, personal information updates, and general servicing requests. You will also give clear and accurate information, manage member expectations professionally, and resolve member concerns with empathy and fairness.
Pre-authorisation Support You will process pre-authorisation requests in line with established policies, procedures, and service standards, prioritising cases according to urgency and managing workloads to support timely outcomes. You will also follow the appropriate process based on treatment location, medical service requirements, and product benefits, and maintain accurate records and documentation in the relevant customer management systems.
Service Coordination and Teamwork You will coordinate concierge-related services, such as medical appointment arrangements, where required, and provide administrative and coordination support to Senior Service Experts for selected products. You will also liaise with internal teams, healthcare providers, business partners, and authorised representatives to resolve service requests, and work collaboratively with colleagues and other departments to support consistent service delivery.
Continuous Improvement and Business Support You will participate in one-to-one meetings, team meetings, coaching, and training activities, and contribute practical ideas to improve customer experience, service quality, and operational efficiency. You will also comply with applicable regulatory, compliance, quality, and operational requirements, and work during Hong Kong public holidays when required.
Requirements
- Bachelor's degree or equivalent qualification preferred
- Eligible to obtain an individual insurance agent licence with the Hong Kong Insurance Authority (HKIA)
- Passes in IIQE Papers I and II are required for the licence application
- Fluent spoken English, Cantonese, and Mandarin
- Strong customer service mindset, empathy, and active listening skills
- Good organisation, time management, prioritisation, and attention to detail
- Ability to work independently and collaboratively as part of a team
What We Offer Bupa Global offers a range of benefits, including opportunities for professional growth and development, a supportive and inclusive work environment, and a commitment to diversity and inclusion.