Customer Service Representative - Global Service Centre

The Role & Responsibilities

We are currently looking for a Customer Service Representative (CSR) to join our young and dynamic team. The responsibilities of the role include:

• Managing day-to-day queries via Telephone and Email from Cigna’s customers whilst putting the service experience at the center of all activities.
• Adhering to the productivity and quality standards set by the management team.
• Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer informed regarding the progress of their query.
• Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
• Handling and processing medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
• Obtaining and maintaining expert knowledge about all relevant tools, processes, and documentation, seeking advice from supervisors and higher management when needed.
• Liaising with other departments where required for the resolution of a query (claims analysts, medical advisers, finance department, etc.).
• Communicating with customers in specific foreign languages if applicable, including occasional translation of documents.

Requirements

Education & Work Experience:

• Bachelor’s degree or equivalent professional experience.
• Previous Customer Service Experience is desired (ideally in a Contact Center, Reception, or similar environment).
• Good knowledge of MS Office and the ability to learn new software applications quickly.
• Active knowledge of other languages is considered a plus.
• Exposure to global or international client environments is a strong advantage.

Skills and Characteristics:

• Decision-making ability: Quickly understands new situations and makes the right decisions for fast and accurate resolution; ability to navigate ambiguity.
• Communication: Excellent communication skills both with colleagues and external customers. The ability to emotionally connect with customers in distress is highly desirable.
• 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.
• Discreet: 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 via the Cigna application portal by visiting this link.