Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance and international insurance – directly to individuals through employers and intermediaries.
Cigna’s mission is to improve the health, well-being, and peace of mind of those we serve.
Excited to grow your career?
Our people make all the difference in our success.
We have several exciting permanent opportunities to join Cigna as a Customer Service Representative where you will be part of our Global Service Centre supporting clients from across the globe.
Cigna will provide all the training and resources to successfully perform in the role. You will from time to time be required to work both from the office and at home.
Applicants Should
- Be able to commit to 45 hours/week.
- Be able to start the role at the end of March 2025.
- Be available to work rotational shifts. Our operating hours are 7 days per week, 6am – 12am.
- Be available to work up to 1 in 4 weekend rotations.
- Be able to commit to a 6-week in-office induction training from our start date.
Cigna’s Customer Service Team
Our customer service team manages customer queries through different communication channels (email and phone) providing timely resolutions and pleasant customer experiences.
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 (but are not limited to):
- Managing day-to-day queries 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 aware of the progress of their query.
- Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
- Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
- Obtaining & maintaining expert knowledge about all relevant tools, processes, and documentations, but 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.).
- In case you speak foreign languages, communicating with our customers in those specific languages (including the occasional translation of documents).
What We Are Looking For
Education & Work experience:
- Bachelor or experience equivalence.
- Previous Customer Service Experience desired (ideally Contact Center, Reception or similar).
- Good knowledge of MS Office and ability to learn new software applications quickly.
- Fluent in English + good and active knowledge of other languages is advantageous, but not essential (French, Portuguese, German, Arabic or Chinese).
Other Skills And Characteristics Of a Successful Candidate
- Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. 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 details and a desire to work faultlessly.
- Efficiency: Ability to work quickly through customer requests maintaining high quality standards.
- Team player: Embraces and promotes a co-operative and friendly work environment in an international and inclusive team.
- Discreet: works discreetly with confidential (medical) information.
- High resilience to work under pressure & the ability to multi-task.
