Cigna is a global health service company dedicated to helping people improve their health, well-being, and sense of security. We are currently looking for a young and dynamic Customer Service Representative (CSR) to join our team. The primary focus of this role is to manage day-to-day customer queries while ensuring a superior service experience.
Responsibilities
Manage day-to-day queries via Telephone and Email from Cigna’s customers while putting the service experience at the center of all activities.
Adhere to the productivity and quality standards set by the management team.
Take full ownership of all cases and follow through to resolution. When required, schedule follow-ups to keep the customer informed regarding the progress of their query.
Keep comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
Handle and process medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
Obtain and maintain expert knowledge about all relevant tools, processes, and documentation, seeking advice from supervisors and higher management when needed.
Liaise with other departments where required for the resolution of a query (claims analysts, medical advisers, finance department, etc.).
Communicate with customers in foreign languages if applicable, including occasional translation of documents.
Requirements
Education: A Bachelor's degree or Diploma is required.
Experience: Previous Customer Service experience is desired (ideally in a Contact Center, Reception, or similar environment).
Technical Skills: Good knowledge of MS Office and the ability to learn new software applications quickly.
Languages: Active knowledge of other languages is a plus.
International Exposure: Exposure to global or international client environments is considered a strong advantage.
Skills and Characteristics
Decision-making ability: Quickly understands new situations and takes the right decisions for fast and accurate resolution; ability to navigate ambiguity.
Communication: Excellent communication skills with both colleagues and external customers, with the ability to emotionally connect with customers in distress.
Accuracy: High attention to detail and a desire to work faultlessly.
Efficiency: Ability to work quickly through customer requests to maintain high quality standards.
Team Player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
Discretion: Works discreetly with confidential (medical) information.
Resilience: High resilience to work under pressure and the ability to multi-task.
How to Apply
Interested and qualified candidates should apply online through the Cigna careers portal on Workday via the link provided below.
How to Apply
Interested and qualified candidates should apply online via the Cigna Workday portal: Apply Here
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