Service Relationship Agent

Service Relationship Agent at Bupa Global Location: Hong Kong | Employment: Permanent, Full time, Onsite working | Job Area: Delivery and Operations | Locations: The Quayside 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 while studying, living, travelling or working abroad. Job Description We are looking for a Service Relationship Agent to support members with pre‑authorisation requests, service queries and concierge coordination while upholding the highest standards of customer care and regulatory compliance. How You’ll Help Us Make Health Happen You are a subject matter expert in handling pre‑authorisation requests via calls or emails, creating a great journey for members. You organise pre‑authorisation tasks by evaluating urgency and priority, and follow different processes based on treatment location and medical service needs from members. You deliver timely responses with great quality on calls and emails, maintaining accurate record‑keeping in the customer management system. You handle diverse service queries including coverage, claims, billing, personal info updates, and concierge coordination, ensuring timely and high‑quality responses. You resolve member concerns with empathy and fairness, balancing customer needs with company interests and maintaining accurate records. You are the co‑ordinator in concierge service (e.g. medical appointment booking). You support Senior Service Experts in servicing members covered by top‑tiered products. You participate in regular 1:1s and team meetings with your manager. You contribute to continuous improvement processes by putting forward customer experience (CX) ideas. Key Skills/Qualifications Needed For This Role Bachelor's degree or equivalent preferred. Pass in IIQE Paper I and II needed to apply for an insurance agent licence with the Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the HKIA requirement. Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent licence with HKIA. Language Skills: Fluency in spoken English, Cantonese, and Mandarin is essential. Proficiency in written English is required. Traditional/Simplified Chinese input skills are a distinct advantage. Skills & Experience: Skilled communicator with empathy, clarity, and strong numeracy skills. Independent and efficient, with proven results and sound judgement. Experienced and knowledgeable, especially in Bupa Global processes. Ability to manage expectations with tact and professionalism while leveraging time management and prioritisation skills. No prior medical knowledge required, but a willingness to learn and apply knowledge on the job is essential. Why Bupa? We’re a health insurer and provider with no shareholders, keeping our customers at the core of everything we do. Our people are 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”, champion diversity, and aim to offer interview and assessment opportunities to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and to offer reasonable adjustments for accommodations. #J-18808-Ljbffr