Customer Service Consultant

About the role

Bupa, a health insurer and provider, is expanding its customer service team in Cairo and is looking for customer-focused advisors to work in rotational shifts. The role handles queries by phone, email, web chat and letter, with full training and ongoing coaching, covering individuals, corporates and intermediaries, including complex issues resolved without escalation.

Key responsibilities

• Authorize or reject treatment requests before procedures
• Handle member inquiries by phone, email and in person, using product knowledge to resolve issues
• Manage membership updates, billing inquiries and document issuance
• Coordinate international medical appointments and support cross-departmental communication
• Investigate and resolve complaints to ensure customer satisfaction
• Maintain accurate system records and support new team members
• Collaborate with providers and internal teams to deliver seamless service

Required profile

• Able to show due regard for customers' fair treatment, explaining the impact of your role and actions on customers and the implications of unfair treatment
• Committed to being competent, for example by completing all compulsory regulatory training on time