Customer Retention Consultant
Job Description:
Customer Retention Consultant
Dublin, DO4 V1W6
Full Time, Permanent
A Full-Time 12 role - 38.75 hours per week (Monday-Friday only)
Hybrid home and office working options available once signed off - This is not a fully remote working position.
We make health happen.
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 when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador
What you'll be doing
Joining our expanding team in the Dublin office, as Customer Retention Consultant you will receive and make calls regarding Bupa Global memberships from members and be responsible for effectively identifying our customer needs in order to advise and retain members.
This is a diverse and skilled sales facing role where you will be responsible for resolving all customer sales queries to complete satisfaction.
How you'll help us make health happen:

• Proactively manage all aspects of the portfolio assigned to you, including retention, renewal, expansion, pricing discussion and all sales needs, negotiating these through outbound and inbound contact
• Maintain the highest quality and service standards at all times in line with criteria set by Sales Management team, CBI, and internal Compliance.
• Ensure your product and service knowledge is always current and up to date in order to correctly educate your customers and consultatively sell our product.
• You will be a key player in Bupa Global sales team to maximise retention results for the individual portfolio.
• You will be responsible for all renewal enquires driving opportunities.
• Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.

Key Skills / Qualifications needed for this role:
The role holder is expected to have the following experience and qualification/s:

• Due to this team working across the EEA we require candidates fluent in English, other European language would also be beneficial.
• A track record of achieving and exceeding sales and quality targets and excellent customer service skills
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes leading to the application of sound business advice
• Decision making ability.
• Self-motivated and target driven, with excellent planning, time management and organisational skills.
• A good geographical knowledge and appreciation of differing time zones
• Experience of selling high value consumer products and service to high net worth consumer segment
• Previous experience of a complex and multi skilled customer facing roles within a contact centre setting

Regulatory requirements
This role is a Controlled Function role subject to the Central Bank of Ireland Individual Accountability Framework Conduct Standards and Fitness and Probity Standards. You are required to be competent and capable, act honestly, ethically and with integrity and be financially sound on an ongoing basis. In addition, you will need to take reasonable steps to comply with the following standards on an ongoing basis.

• Act with honesty and integrity.
• Act with due, skill, care and diligence.
• Co-operate in good faith and without delay with the CBI and other regulators.
• Act in the best interests of customers and treat them fairly and professionally.
• Operate in compliance with standards of market conduct and trading venue rules

Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all 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", we chion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type:
Full timeJob Area:
Call CentreLocations:
Dublin - BG EEA