Regional Customer Service Advisor

Job description

Job Description: Regional Customer Service Advisor Location: The Quayside, Hong Kong Permanent Full Time – 38.75 hours per week, rotating shifts including weekends and public holidays Competitive Salary 3 x roles available We make health happen At Bupa, we’re here to help people live longer, healthier, happier lives – and make a better world. As a Regional Customer Service Advisor, you’ll be at the heart of that mission, supporting our customers across the globe with empathy, clarity and care. You’ll be the friendly voice and helpful guide for our members, ensuring every interaction reflects our commitment to outstanding service. Whether it’s helping with pre-authorisation requests, answering coverage questions, or resolving concerns, you’ll play a key role in building trust and loyalty. This is a fantastic opportunity for someone who’s passionate about premium customer service and thrives in a fast-paced, multicultural environment. You’ll be supported to grow your skills, share your knowledge, and make a real difference – every single day. Key Responsibilities Be the first point of contact for customers, handling pre-authorisation requests via phone and email with warmth and professionalism. Organise and prioritise tasks based on urgency and treatment location, ensuring a smooth journey for our members. Respond to a wide range of service queries including claims, billing, coverage, and personal information updates. Manage sensitive conversations with empathy, aiming to resolve issues and restore confidence. Maintain accurate records in our customer management system and deliver timely, high-quality responses. Make fair and sensible decisions that balance customer needs with business priorities. Take part in regular team meetings and one-to-ones, contributing ideas to improve customer experience. Support colleagues through knowledge sharing, training, and guidance. Own your development by exploring internal and external learning opportunities aligned to your goals. What We’re Looking For Bachelor’s degree or Academic qualifications. Pass in IIQE Paper I and II (required for insurance agent licensing with the Hong Kong Insurance Authority). Fluent in spoken English, Cantonese, and Mandarin . Proficient in written English . Chinese input skills are a strong advantage. Strong empathy and active listening. Clear verbal communication and ability to simplify complex topics. Good observation skills to identify customer vulnerability. Professional and tactful when managing expectations. Calm under pressure with excellent time management. Numeracy skills to handle claims and payments accurately. Why Bupa Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad. Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland China and Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Time Type: Full time Job Area: Call Centre Locations: The Quayside