Senior Associate – Key Accounts Customer Care

Bupa Arabia
Jeddah
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales Engineering0Education: bachelorsSkills: ["Multitasking","Ability to work under stress","Customer-focused mindset","Troubleshooting","Problem-solving","Analytical skills","Excellent follow-up","Communication","Negotiation"]

Manage key account delegates within the region and maintain strong relationships with group secretaries and regional RM’s under the agreed SLA. Monitor key account service performance, ensure operational KPIs are met, and forecast resources for high-quality customer care. Lead cross-functional collaboration with membership, back office, customer service, and reimbursement claims teams. Handle escalated customer issues, drive service projects and continuous improvements, and coach the customer care team to achieve service and organizational objectives.

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FursaFursa
Bupa Arabia
Bupa Arabia
1 day ago

Senior Associate – Key Accounts Customer Care

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Last checked: 9 hours agoStatus: Live

Job Summary

Manage key account delegates within the region and maintain strong relationships with group secretaries and regional RM’s under the agreed SLA. Monitor key account service performance, ensure operational KPIs are met, and forecast resources for high-quality customer care. Lead cross-functional collaboration with membership, back office, customer service, and reimbursement claims teams. Handle escalated customer issues, drive service projects and continuous improvements, and coach the customer care team to achieve service and organizational objectives.
Location: Jeddah
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Manage and oversee key account delegates across the region and maintain relationships with group secretaries and regional RM’s in line with SLA.
  • •Analyze customer complaints, issues, trends, and behaviors to identify root causes and potential resolutions to prevent repeat issues.
  • •Build and maintain relationships with operational units (membership, back office, customer service, reimbursement claims) to meet agreed service levels.
  • •Monitor key account support daily operations and team performance to ensure operational KPIs are met and compliance with policies and procedures.
  • •Control customer care team activities: set goals, review performance, provide feedback/coaching, and motivate direct reports while resolving escalated customer issues.

Key Requirements

  • •Bachelor’s degree.
  • •0–3 years of experience in customer service.
  • •Strong customer service background in telecommunication, insurance, hospitals, banks, or FMCG.
  • •Strong troubleshooting, problem-solving, and analytical skills.
  • •Excellent communication and negotiation skills.
Education:Bachelor's
Skills:MultitaskingAbility to work under stressCustomer-focused mindsetTroubleshootingProblem-solvingAnalytical skillsExcellent follow-upCommunicationNegotiation

Eligibility

Nationality:Saudi Arabia

Company Brief

Bupa Arabia
Provides health insurance products and managed healthcare services in Saudi Arabia for individuals and corporate clients. The company focuses on coverage administration, medical network access, and digital health support for members.
Industry: Health Insurance (Payers)
Company Size: Large (251 to 1,000 employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Jeddah, Saudi Arabia
Founded: 1997
WebsiteLinkedIn