تمهير - رعاية كبار الشخصيات

Execution of service strategy & BUPA policies • Align with business service strategy, e.g. up your service ... etc. to deliver customer satisfaction • Apply VIP & customer care policies and procedures, according to department KPIs. • Full implantation of different Bupa products, values and policies, to reflect Bupa images in front of the customer. Handling the daily unit activities • Handle the daily received cases by customer care email, fax, visits or the call center. • Doing the outbound calls, and making sure to give the member proper updates, and proper closing of the cases according to best practice procedures & guidelines. • Ensure to answer customer care extension according to agreed service level. • Maintain the proper escalation of the sensitive & complicated issues to the line manager • Maintain high quality scores of complaint & case managements as per KPI\'s • Ensure proper closing of the cases with minimal percentage of re-opening of the cases as per set KPIs Complaint management • Process the complaints received by fax, web, phone, visit and emails • Ensure proper acknowledgement, investigation & official replied within agreed KPI • Update tracking of customer complaints, resolution, and send regular reports • Escalate to the management the serious complaints • Identifying the root cause of complaints to check any process failures VIP end to end process • Handling VIP members in different touch points, and make sure that they will get the best services within BUPA Arabia, and improve their customer experiences about BUPA services • Track all commercials related to VIP members, • Doing daily outbound calls related to VIP and other follow up cases