The IOH Customer Service Representative role at Cigna is a fixed-term contract (3-6 months) based in Nairobi, responsible for managing communications related to insured members' application cases.
Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security, serving over 80 million customer relationships worldwide. This international division unit is headquartered in Belgium.
Duties
- Manage day-to-day communication with insured members regarding application cases, via telephone and email.
- Coordinate and ensure follow-ups for all assigned application contracts and requests.
- Use the most efficient communication channels (phone, email, letter) for application case management.
- Prioritize work according to planning to maintain high service performance for application cases.
- Maintain a cooperative and friendly working environment within the team.
- Identify and share possible improvements in application processes with your manager.
- Inform supervisors and senior supervisors about problems and inefficiencies in application processes.
Skills & Qualifications
- Diploma or Bachelor’s degree or equivalent experience. Translation, interpreting, or foreign languages studies are highly valued.
- Takes appropriate action on application cases based on available information.
- Excellent communication skills.
- Works faultlessly on application case data input.
- Follows procedures, agreements, and document flows for application cases.
- Balances quality and quantity in application case handling.
- Works effectively within the application team.
- Quickly learns and uses current office applications.
- Handles confidential (medical) information with care.
Working Requirements
- MUST be available immediately for a 3-6 months fixed-term contract.
- Able to work in rotational shift hours during weekdays, weekends, and public holidays.
