Customer Support Hub Admin

Job Description:

Location: Cairo Egypt
Job Type: Fulltime

The Purpose of this role is to support the customer service and customer relations departments in multiple administration
functions and processes. You will be providing administrative services to benefit our customers and colleagues.
The role holder will be required to work within the teams and be required to hold good relationships with all key stakeholders
internally and externally

Key accountabilities will include completion and management of the Customer Service / Relations Dept administrative tasks
such as logging and raising complaints/dissatisfactions raised by our members responding to customer complaint enquires
providing call downloads to colleagues administering initial bereavement contacts simple payment transactions managing
mailboxes and templated letters to customers

Key Responsibilities

The accountabilities and responsibilities of the role will vary according to the specific assignment(s) at any one time: -

To ensure customer activity requirements are met and service level agreements are achieved ensuring we are keeping
the promises we have made to our customers.
To work to agreed key performance and productivity measures meeting and exceeding these targets.
To provide exceptional customer service to our customers through a variety of different communication platforms.
Interpret information from a variety of sources be it written verbal or from analytical support functions to support
appropriate decision making and impactful actions.
Tenaciously acquire information in a structured manner from a variety of sources and in a variety of formats to support
decision making with utmost integrity from a clinical policy and regulatory perspective
Accurately and consistently record information to aid continuity and excellence in individual customer experience as well
as continuous improvement of the function as a whole.
Management of all Customer Relations Departments administrative activity
Logging and raising complaints and dis-satisfactions raised by our members

Tracking of all volumes of work produced highlighting any improvements upwards to direct line manager.
Collection Scanning and attachment of all customer correspondence.
Swift queue management and task distribution.
Liaising with internal and external stakeholders
Share success and flag challenges and ideas in a timely and constructive manner to support excellent customer
experience and continuous improvement of the function.
Multiskilled over different areas of work the team complete to ensure we can deliver the outcomes to our customers
within the agreed time scales.
Quickly and effectively respond to change to support an enhanced customer proposition including automation.
Work with key stakeholders to complete and enhance the customer experience.

The role holder is expected to have the following qualification(s) skills and experience:

exceptional interpersonal skills and a genuine desire to provide an exceptional service to every customer.
resilience driven by results and enjoy working as part of a team and individually.
Flexibility and multi-tasking
Confident using a PC is helpful
Customer focussed
Making the fair treatment of our customers central to all you do
Strong team player
Well developed communication and interpersonal skills

Why Bupa

Were 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 why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. Well make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format please email:

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