Description:
The role holder will be expected to make decisions based on customer needs in
line with existing business requirements and compliance with the necessary
regulatory framework. The Customer Relations Consultant has freedom to make decisions that drive customer satisfaction and protect the company’s’ profitability and the company’s adherence to regulatory requirements. They will work collaboratively with other departments across Bupa Global to ensure delivery of the most effective service and achieving consistent and fair outcomes for customers.
Job Responsibilities
- Customer Fairness & Ownership: Ensure all complaints are handled fairly, consistently, and in line with regulatory requirements, taking full ownership of each case from start to resolution.
- End-to-End Complaint Management: Act as the central point for all complaints (internal and external), coordinating processes and communications with customers and stakeholders.
- Thorough Investigation & Assessment: Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions or redress.
- Clear Communication & Resolution: Provide prompt, transparent, and non-misleading explanations of decisions, ensuring timely resolution and implementation of agreed remedial actions.
- Internal Collaboration & Compliance: Liaise with internal teams, ensure data protection adherence, and support regulatory compliance, reporting, and documentation requirements.
- Root Cause & Continuous Improvement: Conduct root cause analysis, identify trends, and recommend improvements to enhance customer experience and overall service quality.
- Support, Reporting & Development: Contribute to reporting, quality assurance, training, complaint documentation, and provide guidance across the business while maintaining ongoing training and competency standards.
Key Skills Required
- Bachelor’s degree holder.
- UAE Customer Service Experience is a must.
- UAE Complaints handling experience is preferable.