VIP and customer Care Supervisor customer service 13 Jeddah head Office 2011 Job Purpose: to manage, work, resolve and communicate to all cases in an effective, efficient manner. Should be capable of delivering exceptional service, focusing, in particular, on problem solving and communication skills.
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VIP and customer Care Supervisor customer service 13 Jeddah head Office 2011 Job Purpose: to manage, work, resolve and communicate to all cases in an effective, efficient manner. Should be capable of delivering exceptional service, focusing, in particular, on problem solving and communication skills.
VIP and customer Care Supervisor customer service 13 Jeddah head Office 2011 Job Purpose: to manage, work, resolve and communicate to all cases in an effective, efficient manner. Should be capable of delivering exceptional service, focusing, in particular, on problem solving and communication skills.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online from Scribd
VIP and customer Care Supervisor customer service 13 Jeddah head Office 2011 Job Purpose: to manage, work, resolve and communicate to all cases in an effective, efficient manner. Should be capable of delivering exceptional service, focusing, in particular, on problem solving and communication skills.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online from Scribd
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Position E: Reporting to: Department : Grade: Location: Date:
VIP & Customer Care Agent VIP & Customer Care Supervisor Customer service 13 Jeddah head Office 2011
Job Purpose: To Manage, work, resolve and communicate to all cases in an effective, efficient manner. Maintaining BUPA ARABIA Leading position in view of the customer and adhering to the company and departments standards as well as creatively looking for solutions for all cases worked upon. Management of the complaint and case handling process whilst developing processes to capture complaints through pro-active or ease-of-access measures. To do this in such a way as to achieve targets for service level and customer satisfaction
Job Description Bupa Arabia
Roles & Responsibilities: Manage to achieve and maintain agreed service level targets, ensuring proper alerting and handover when not on duty. Should be capable of delivering exceptional service, focusing, in particular, on problem solving and communication skills. Take appropriate action to deal with any identified issues, either with the physical service being provided to the customers, e.g. by escalation to the Customer Service Manager, or with the ability of the Resolution Team to be able to meet its performance targets, due to factors such as non-availability of staff or systems failure. Manage, understand and control costs (commercial decisions) within the group in order to enable the improvement of profitability and productivity and the identification of areas of strong or weak performance. Identify opportunities to enhance and improve business processes and/or support systems in the area and communicate these to the relevant people at department or company level responsible for dealing with them. Handling VIP customers calls, complaints and enquiries making sure that their experience with Bupa Arabia is exceptional Ensure that all written correspondence (Sales and Customers e-mails) are logged, replied to and resolved in timely manner within the Resolution Teams performance targets The Customer Service Resolution Agent will have regular contact with local Operations management to resolve escalated service issues. They will have contact with supervisors and managers of other departments regarding escalated cases and/or complaint issues Competencies: 1. 2. 3. 4. 5. 6. Planning and Organizing Interpersonal Skills Flexibility Initiative Stress Management Creative Thinking Qualifications & Skills:
Dimensions: The Resolution Team section is the part that is focused on handling customers enquiries and problems after they have placed their calls. In particular, it deals with the complaints and medical cases handling processes, including managing service recovery. As such, it has a critical impact on customer satisfaction and retention, since research has shown that prompt and effective management of these processes can significantly improve a customers likelihood to renew.
Non-Financial:
. They will also have contact with the local sales channels and with customers themselves regarding such escalated issues. They will also have contact with functional & department Managers, CS Trainer, I.T Dept, risk management, Loss adjusters, Provider Relations and Customers
Minimum 2 years experience within the Medical industry, preferably with BUPA. Experience of working within a call center environment. University Graduate with a BA/BS minimum. Masters as a plus. Working knowledge of Microsoft Word, Excel and Power Point. Good oral and written communication skills English & Arabic
