Senior Customer Service Advisor – Call Centre

About the role

Bupa is seeking a Senior Customer Service Advisor to provide high‑quality, one‑stop support to VIP members through multiple channels. The role involves handling complex enquiries, maintaining strong customer relationships, and collaborating with internal teams.

Key responsibilities

• Handle enquiries via phone, email and LiveChat, delivering professional and timely support to VIP customers.
• Address members' benefit and claims enquiries while maintaining service quality.
• Maintain customer relationships through courtesy calls and proactive follow‑up.
• Resolve and investigate complex enquiries and complaints in a solution‑oriented manner, minimizing impact on the customer experience.
• Work closely with internal stakeholders to provide timely updates to members and business partners.

Required profile

• Bachelor’s degree or higher.
• Valid IA license (General Insurance) or passing the IIQE exam (Paper 1 and 2) or equivalent qualification.
• 1‑2 years of customer service experience, preferably in life or medical insurance or healthcare services.
• Good knowledge of healthcare and medical insurance products, processes and operations.
• Excellent communication skills, professional telephone manner and strong complaint‑handling ability.
• High sense of responsibility, integrity and trust.
• Fluent in English, Mandarin and Cantonese.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Chinese Word Processing.

What we offer

• Five‑day work week.
• Comprehensive remuneration package including base salary, study assistance, pension plan, life/medical/dental benefits and generous leave entitlements.