Customer Service Consultant

Job Description:

Customer Service Consultant

Cairo, Egypt

Fixed Term

We make health happen

We’re expanding our customer service team in Cairo and looking for customer-focused advisors to work in rotational shifts. You’ll handle queries across phone, email, web chat, and letter, ensuring swift and accurate resolutions. With full training and ongoing coaching, you’ll manage all customer types: individuals, corporates, and intermediaries. Resolving even complex issues without escalation. If you’re passionate about delivering exceptional service and putting customers first, we’d love to hear from you.

Key Responsibilities

• Authorize or reject treatment requests before procedures

• Handle member inquiries via phone, email, and in-person visits, applying 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, ensuring customer satisfaction

• Maintain accurate system records and support new team members

• Collaborate with providers and internal teams to deliver seamless service

What We’re Looking For

Able to demonstrate that you pay due regard to customers and treat them fairly by:

• Being able to explain the impact that your role and actions have on the fair treatment of customers
• Being able to explain the potential implications for customers who are not treated fairly by you or others
• Making the fair treatment of customers central to all that you do
• Always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills

Why Bupa

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

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