Deliver exceptional customer service by responding to and resolving enquiries efficiently across multiple channels, including phone, email and face-to-face interactions. Support SME customers and brokers/intermediaries, ensuring a seamless and positive customer experience.

Take ownership of customer queries, handling both routine and complex cases to achieve first-contact resolution wherever possible. Build strong relationships with brokers and SME clients, collaborate with internal stakeholders, and maintain high standards of quality, compliance, and productivity. Proactively identify opportunities to improve processes and customer satisfaction while managing workload independently and escalating issues when required.

What you will do

• Responding to members, intermediaries, and groups enquiries through
incoming e-mails.
• Evaluating the situation and applying business criteria and detailed
knowledge of BUPA Egypt products to make appropriate decisions.
• Processing cancellations, and any amendments to policy details in line
with Bupa Egypt’s business rules and local regulations.
• Issuing SME contracts and reviewing SME signed contracts received
from the customers.

• Take responsibility for ensuring that the records reflect up to date
communications with the Intermediary and customers so that
enquiries are documented and recorded to high standard.
• Achieve customer-focused decision-making using judgement skills and
utilizing agreed authority levels.
• Completing all compulsory regulatory trainings on time.
• Assisting other teams at times of workload or to overcome cultural and
language barriers according to skills and knowledge.
• Communicating with the account managers or service account
managers for corporate groups regarding exceptions requested by
groups presenting all the information to take the appropriate
decisions.
• Handling complaints and accordingly investigating the situation and
coordinating with other departments in order to solve the complaint in
a timely manner and retain customers.
• Providing feedback and recommendations for business improvements
on processes and procedures.

• The job holder must be open to change and have a flexible approach to
work. The job holder must be willing to work under pressure and to
tight deadlines.

What you will bring

• Background in the global health insurance market, or relevant
transferable skills and knowledge from other financial services
industries such as Life Insurance, Retail, Commercial or Investment
Banking and Wealth Management for a minimum of 1 year.
• Previous experience of a complex and multi skilled customer facing
roles within a contact centre setting.

• Fluent English, with excellent communication skills, verbal & written.

• A high level of competency in all Microsoft Office Applications.

• Ability to deal well with people from various backgrounds/cultures.
• Ability to work to targets under pressure.
• Ability to work well alone, as well as part of a team.
• Medical and Numerical knowledge is preferable.

• Excellent problem solving and prioritization skills, with close attention
to detail, together with the ability to make sound business decisions.