Regional Customer Service Advisor

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

• You are a subject matter expert in handling pre-authorisation requests, via calls or emails, you create a great preauthorisation journey for members.

• You can well organise preauthorisation tasks by evaluating urgency and priority, you have good memory as you follow different processes based on treatment location and medical service needs from members.

• Timely response with great quality in calls and emails, accurate record keeping in customer management system.

• Handle diverse service queries including coverage, claims, billing, personal info updates, and concierge coordination, ensuring timely and high-quality responses.

• Resolve member concerns with empathy and fairness, balancing customer needs with company interests and maintaining accurate records.

• You are the co-ordinator in concierge service (e.g. medical appointment booking)

• You support Senior Service Expert to service members covered by top-tiered product.

• Participate in regular 121s and team meetings with your manager

• Contribute to the continuous improvement process by putting forward CX

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent preferred.

• Pass in IIQE Paper I and II needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.

• Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.

• Language Skills:

  • Fluency in spoken English, Cantonese, and Mandarin is essential.

  • Proficiency in written English is required.

  • Traditional/Simplified Chinese input skills are a distinct advantage.

• Skills & Experience:

  • Strong empathy and active listening skills.

  • Excellent verbal communication and the ability to simplify complex information.

  • Good observation skills to detect customer vulnerability.

  • Ability to manage expectations with tact and professionalism.

  • No prior medical knowledge required, but a willingness to learn and apply knowledge on the job is essential.

  • Strong numeracy skills to handle complex claim or payment queries accurately.

  • Proven track record of meeting productivity and quality assurance targets.

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.