Customer Advisor

About Bupa

At Bupa Asia Pacific, we’re a team of 22,000 + from all over the healthcare spectrum. From Aged care home staff to dental surgeons to call centre experts, we’re all about working together to explore new opportunities and meet the challenges of the healthcare world head-on!

Our goal is to become the most customer-centric healthcare company in the world! We take pride in providing excellent customer experiences through service, value and putting our customers at the forefront of everything we do. We want to see the world through our customers’ eyes, make things easy for them, and show real empathy and understanding.

About the role:

Commencement date: Tuesday 30th July 2024

We’re looking for a friendly and passionate person to join our Customer Service Team. As a Customer Advisor, you will be the first point of contact for our Bupa customers taking inbound calls and helping with a range of questions and claims related to their Health Insurance cover. You will be a key part of a company that delivers the best customer service in the industry, putting the customer at the heart of what you do, taking ownership and accountability for each customer interaction.

This role is a full-time, hybrid working position, with a minimum of twice per month office days based in our Melbourne Office. The role requires your availability to work a 38-hour week between the hours of Monday to Friday, 8am until 8pm AEDT. Whilst you will not be working full 8am – 8pm shifts, we do require your full availability between these hours as you will be working on a rotating roster within these hours across a week. We will provide your roster 3 to 4 weeks in advanced so that you can plan your work week ahead of time! This role is very structured with set shift times and breaks and requires you to be available at your desk at all rostered work hours.

All of the phone calls you take will be through a laptop device which we will provide, so we need to ensure that you have good internet connection to have uninterrupted conversations with our customers. We wouldn’t be surprised if you already have great internet or are able to secure this – just make sure it’s on a plan of at least a download speed of 50 mbps and upload of 20 mbps.  

What are we looking for?

• A patience and empathetic approach when speaking to our customers is essential given the types of conversations you will be having and diverse range of customers you will be interacting with
• Resilience is key as you will be taking back-to-back calls throughout a shift with limited down-time
• You should have a strong desire to find solutions that would make the customers happy and satisfied
• Previous experience in customer service in a similar field would be amazing
• Communication skills need to be totally on point, both in talking and writing
• You’ll be someone who is able to learn fast and can stay focused while working from home
• Whilst we love to keep things fun at work, keeping things professional and confidential is super important
• You need to be able to work independently, but still be a team player who’s happy to lend a hand
• Being tech-savvy is a must – we use a bunch of different platforms and screens, so you have to be able to handle it all like a pro!

Our commitment to your development:

When you first join our team, you will go through an awesome training program that will set you up for success! It is completely remote and can be done from anywhere in Australia! You will be invited to log in from home and be part of a virtual classroom where you’ll work through various e-learning modules and receive product training. You will have access to an amazing system called “Know-It” that will give you all the support you need to tackle any questions or issues that come up.

Why work at Bupa?

• We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, well-being, and futures.
• We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
• Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.
• Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
• An additional annual leave day for you to focus on your wellbeing
• An additional volunteer day each you for you to give back to your community

Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention and promotion of staff and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage, and will make reasonable adjustments as required so please talk to us about what you need. Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

*Please note that selection processes will commence immediately, any late applications may result in exclusion from the process* If you successfully progress through to the final interview stage, we will require you to attend to our Bupa Melbourne Office on Wednesday 3rd July to meet with our team! 

To be considered please apply now! To learn more about working within our Bupa Contact Centre, click here for more information.