Social Media Care

Job Description

Role Purpose:
Ensuring timely, professional responses and proper case management of all
queries, requests, and complaints through proper follow up in alignment with
the Social Media Unit policies to resolve cases for whom ever reach the unit
and ultimately serve our customers with the highest standards in line with the
overall company's service strategy.

Key Accountabilities:
‎1- End to End Case Management:
* Handle all cases received from customers with high quality and ensure proper resolution within the KPI's through Social Media Management Tool.
* Liaise with all areas in operations and beyond to resolve cases escalated by Managers, CET & Chairman.
* Ensure that the customers have been informed with the outcome of all cases.
* Ensure that concerned departments or persons contacted the customers involved when needed.

‎2- Communication Skills, Manage Relationship with Customers:
* Initial Response to customers within agreed KPI.
* Ensure professional responses to customers under all circumstances.
* Make outbound calls to recover the customer and/or convey case resolution and/or to obtain further detail of the customer's issues.
* Clearly communicate the information required from the member.
* Regularly communicate with customer if there are changes/updates related to their queries or complaints
* Comprehensively explains reason of rejections with justified statements.
* Offer a sincere apologetic or sympathetic understanding when customer has experienced a negative situation due to employees or company's shortcoming.
* Recover dissatisfied member at all times.

‎3- Proactive Measures:
* Monitor Chairman & CET accounts to ensure speedy response and resolution.
* Monitor online conversations regarding Bupa Arabia or relevant areas of healthcare insurance where members are complaining about products or providers.
* Constant monitoring of all posts, tweets, comments, shares, hashtags and tags @BupaArabiaCare handle account on public and private platforms.
* Take action to enhance services when needed.
* Developed ideas to eliminate and/or avoid the root causes of complaints.

‎4- Reactive Measures:
* Respond to and tackle customers' queries or inform member of the concerned department that will handle.
* Refer cases to the concerned dept. if needed to ensure proper resolution.
* Retrieve supporting documents from Caesar or other departments to support the resolution of the cases.
* Overtime and/or to be on call during off days and holidays is expected for business needs.

‎5- Complaint Management:
* Investigate and resolve complaints that have been escalated by customers and make outbound call immediately to ensure member his complaint is being handled or draft a professional reply if needed.
* Ensure acknowledgement, investigation, and official reply within the agreed KPI.

‎6- Case Reporting & Data logging:
* Draft a case brief to Head, sr. Manager, supervisor, and CET when complaint is escalated in mentioning of Mr. Luay and MOH minster social media accounts.
* All cases will be tagged for data analysis and collection in social media management tool.
* All cases will be logged in case management system (currently CAESAR).

Skills

• Strong background in customer service in insurance or hospitals


• Able to multitask


• Works well under stress and critical situations (peak times)


• Strong communications skills


• Strong trouble shooting, problem-solving and analytical skills


• Excellent follow up skills


• Efficient level in English language.


• Typing speed and accuracy.


• Clear and informative writing skills.


• Medical & Insurance field knowledge is a major advantage