Customer Support Officer

Description:

Job Description:

Your Opportunity

We are a world leading Health & Care organisation with over 22,000 people in Australia and New Zealand, and our purpose is to help people live longer, healthier, and happier lives. Bupa Health Services provides clinical services across Australia, with a focus on providing exceptional customer experiences, outstanding client outcomes and the highest level of clinical safety and quality.

The Role

We currently have an exciting opportunity for a customer-focused superstar to join our team on a 6 month fixed term full time basis starting in early November to help us deliver on our service promise.

Our Operations Support Centre is the engine room of our Bupa Medical and Health Services across Australia, supporting the Bupa Medical Centres , responding to customer enquiries and follow ing up appointments across our Visa Medical Services, Dental and Optical centres nationwide. It’s a busy, varied and customer-focused team working to quick turnaround times and high standards of support. But, b y doing a great job, you’ll be making sure our customers have a smooth and supported experience on their health journey, and that’s pretty cool to be a part of!

Key Responsibilities

In this people-focused yet detail-orientated role you will ensure we meet established service level agreements by responding to customer enquiries through a wide range of channels (phone, email, messages) as well as make outbound calls to follow up appointments and collect additional details and information. It’s a 50/50 split of inbound and outbound contact centre work, and it’s 100% dealing with customers so you’ll need to be able to maintain your energy lev e ls and enthu siasm across the day working with very different customers from all different parts of the business.

About You

To thrive in this role, you will be an inherently collaborative worker who enjoys working with people of all backgrounds to make sure they have a positive customer experience. You will also enjoy the fast paced and problem-solving elements this role will bring in delivering key customer outcomes.

You will:

• be an adept relationship-builder with excellent interpersonal and communication skills

• have a proven track record to meet and exceed turnaround times (SLA’s/ KPI’s)

• work well with both people and details – this role balances customer interactions (phone based as well as email and messaging) with data-entry so you really need to have a keen eye for details and be systems-savvy

• be comfortable learning on-the-job – every situation and question we encounter is unique – we can’t teach this stuff in a classroom. You’ll learn from buddying with your team members and learning as each query comes in

• have a true team-player attitude and tangible customer focus – lots of places say it but we live and breathe teamwork here – we all pitch in and we all do our share to make sure the job gets done and our customers get what they need – that’s our main goal!

Be at the heart of it with Bupa
Our Operations Support Team are passionate and professional, and we really care about the work we do. Our team culture is known for being open, honest and collaborative, with our customers at the centre of everything we do. We’re not an ordinary team, and we’re not looking for an ordinary team member.

You'll enjoy all the benefits of working with Bupa in Australia, including:

• Comprehensive training and ongoing development - we say it because we actually do it!

• Internal career progression opportunities

• Competitive salary + annual bonus + Bupa benefits including significant product and service discounts

• Regular team meetings and celebrations of success

This role may requires in office training in George Street, Sydney CBD, or you may be required to work from home due to social distancing requirements. Ongoing working arrangements will be a mix of office and at-hom

Bupa employ more than 80,000 people globally and 22,000 across Australia and New Zealand. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences.

We will start interviewing as soon as we receive your application so please apply ASAP.