Customer Service Adviser (UAE National)

Job Description

Job Purpose

The Customer Service Adviser (UAE National) at Bupa supports the international health insurance operations by delivering exceptional customer service. The role involves assisting policyholders with enquiries, handling documentation, managing billing and payments, and coordinating with internal teams and partners to ensure a seamless member experience.

Work Arrangement

• Hybrid work: 4 days from home, 1 day in the office

• Permanent position

• 6-hour shifts, 5 days per week (30 hours/week)

• Shifts between 08:00 – 17:00, including occasional weekends and public holidays

Key Responsibilities

• Respond to customer inquiries regarding their insurance policies and benefits.

• Manage member correspondence via phone and written communication, ensuring compliance with internal policies.

• Process membership updates, changes, and reissue documentation.

• Handle manual collections from credit cards and billing inquiries.

• Issue credit notes, invoices, and payment receipts for individual and group payments.

• Liaise with brokers and providers to resolve queries.

• Maintain accurate system records, ensuring member information is current.

• Support internal departments by overcoming cultural and language barriers.

• Coordinate with service partners to schedule medical treatments.

• Investigate and resolve member complaints in a timely and professional manner.

Essential Criteria

• Must be a UAE National with a family book (documentation required).

• Must hold a University Degree (certificate required).

• Previous experience in a medical environment or UAE health insurance sector is essential.

• Knowledge of UAE Health Insurance regulations and procedures.

• Strong focus on delivering excellent customer service in an insurance setting.

• Excellent interpersonal, communication, and influencing skills.

• Proficient in verbal and written English.

• Ability to work 6-hour shifts with flexibility for occasional weekends and public holidays.

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Job Summary
The Customer Service Adviser provides high-quality support to Bupa’s international health insurance members. Responsibilities include managing policy inquiries, billing, documentation, complaint resolution, and coordinating with internal teams and service partners to ensure accurate records and exceptional member experiences.

FAQs

1. Who is eligible to apply? UAE Nationals with a family book and a University Degree.

2. What are the working hours? 6-hour shifts, 5 days per week between 08:00 – 17:00.

3. Is prior experience required? Yes, experience in UAE health insurance or medical environments is essential.

4. What type of work environment? Hybrid: 4 days remote, 1 day in-office.

5. Are weekends required? Occasionally, based on business needs.

Expert Analysis
This role is ideal for UAE Nationals seeking a customer-focused position within the health insurance sector. Success depends on knowledge of UAE health regulations, strong communication, and attention to detail. The hybrid work setup supports flexibility while maintaining high service standards in a fast-paced call center environment.

Location & Logistics Guide
The position is based in Bupa Dubai OIC office, offering a hybrid work model. Employees will perform remote work 4 days a week and attend the office 1 day weekly. Google Maps: https://goo.gl/maps/8qZ6rN1GfckXxjR29

Career Path
Customer Service Advisers can progress to Senior Customer Service Adviser, Team Lead, or Customer Service Manager roles within Bupa. Opportunities exist for specialization in underwriting, claims, or policy administration, offering a clear path toward leadership or technical insurance roles.