Service Relationship Agent

About the role

Bupa Global is looking for a Service Relationship Agent to join its Hong Kong team. You will be the primary point of contact for members, handling pre‑authorisation requests and a wide range of service queries to ensure a smooth health‑insurance experience.

Key responsibilities

• Process pre‑authorisation requests via phone and email, prioritising based on urgency and treatment location.
• Provide accurate, timely responses to inquiries about coverage, claims, billing, personal data updates and concierge services.
• Maintain detailed records in the customer management system and ensure compliance with HKIA licensing requirements.
• Coordinate medical appointment bookings and support senior service experts in serving top‑tier members.
• Participate in regular one‑to‑one and team meetings, and contribute ideas for continuous improvement of customer experience.

Required profile

• Bachelor's degree or equivalent (fresh graduates are welcome).
• Pass IIQE Paper I and II and hold a valid individual insurance agent licence issued by the Hong Kong Insurance Authority.
• Fluency in spoken English, Cantonese and Mandarin; strong written English skills.
• Excellent communication, empathy and numeracy, with the ability to work independently and make sound judgments.
• Willingness to learn medical terminology on the job.

Required skills

• Proficiency in English, Cantonese and Mandarin (spoken and written).

What we offer

• Opportunity to work for a global health‑insurance leader.
• Professional development and CPD support to maintain your HKIA licence.
• Competitive benefits and time‑off in lieu for public‑holiday work.