Responsibilities
- Manage and support clients directly through dedicated, private booking channels to ensure seamless booking
- Act as the primary point of contact to orchestrate a seamless customer journey across all offline and digital clinical touchpoints
- Proactively manage follow-ups, deliver personalized healthcare tips, issue appointment reminders, and facilitate care extensions for clients' friends and family.
- Build trust and personal connections with our premium clients to foster brand loyalty.
- Take ownership of premium client enquiries, concerns and service issues, coordinating with doctors, clinic operations and other internal teams to ensure timely and appropriate resolution.
- Maintain accurate and up-to-date client profiles, preferences, interactions and follow-up records in the CRM system to support personalized service and service continuity across different touchpoints.
- Work closely with clinic operations, medical professionals and relevant support teams to coordinate client arrangements and deliver a consistent premium service experience.
- Proactively gather client feedback and identify service improvement opportunities to continuously enhance the premium client experience.
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Healthcare Management, or a related discipline is preferred.
- Minimum 3 years of relevant experience in premium/VIP client servicing, relationship management, healthcare, hospitality, or other high-touch service environments.
- Strong clienteling and relationship-building skills, with experience serving premium/VIP clients.
- Excellent interpersonal and communication skills; good command of English, Cantonese and Mandarin.
- Strong service mindset, attention to detail and problem-solving skills.
- Good PC skills; experience with CRM/customer management systems is preferred.
Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.