Customer Service Jobs - Yanbu Saudi

<h3 >About Bupa Arabia</h3> <p >Bupa Arabia is a leading healthcare provider committed to delivering high-quality customer service. We operate across various regions, focusing on maintaining strong relationships with our key accounts and ensuring operational excellence in customer care.</p> <h3 >The Role: Senior Associate Key Accounts Customer Care</h3> <p >Bupa Arabia is seeking a <strong >Senior Associate Key Accounts Customer Care</strong> to join our team in Yanbu or Medina, Saudi Arabia. This is a full-time position responsible for managing key account relationships and overseeing customer care activities to ensure the highest level of service delivery and compliance with established standards.</p> <h3 >Key Account Management and Relationship Building</h3> <ul > <li >Manage all Key Account delegates within the assigned region.</li> <li >Oversee and maintain relationships with Group Secretaries and Relationship Managers (RMs) across all groups.</li> <li >Build strong relationships with internal operational units, including membership, back office, customer service, and reimbursement claims teams, to ensure agreed service levels are met.</li> <li >Ensure the satisfaction of Group RMs throughout the regions.</li> </ul> <h3 >Operational Oversight and Service Excellence</h3> <ul > <li >Control the activities of the customer care team to maintain and enhance customer relationships and meet organizational objectives.</li> <li >Proactively monitor, manage, and implement service plans and team performance for Key Accounts support, ensuring all operational Key Performance Indicators (KPIs) are achieved.</li> <li >Manage daily unit operations to ensure high efficiency and full compliance with policies, procedures, and processes.</li> <li >Accurately forecast workload to ensure necessary resources and tools are available for quality customer service delivery.</li> <li >Monitor daily operations and make required decisions to maintain and improve processes in line with KPIs.</li> <li >Analyze customer complaints, issues, trends, and behavior across all groups to identify potential issues and resolutions.</li> <li >Satisfy escalated customer issues by answering inquiries and resolving complaints effectively.</li> <li >Implement policies, procedures, projects, and all required communications, including KAizens and Continuous Improvements.</li> </ul> <h3 >Team Leadership and Development</h3> <ul > <li >Prioritize and delegate work tasks to ensure effective unit operations.</li> <li >Facilitate goal setting and continuously review individual performance.</li> <li >Provide regular feedback, coaching, and development to direct reports.</li> <li >Motivate, empower, and enable direct reports by providing the necessary tools and support to achieve organizational development objectives.</li> </ul> <h3 >Required Experience</h3> <ul > <li >Candidates should possess <strong >0-1 years of relevant experience</strong>.</li> </ul>