Customer Service Representative- Cigna Healthcare

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. 

Our people make all the difference in our success. 

We are growing our Customer Service presence in Nairobi and we have a number of 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 available to work rotational shifts covering 24 hours per day, 7 days per week. 

• Be available to support on weekend rotations. 

• Be able to work from Cigna's Office in Nairobi Westland, Kenya full time initially for 2-3 months until your reach competency level, following this we have a flexible in office approach with 2 days in office as a min expectation and the remainder WFH. 

Cigna’s Customer Service Team: 

Our customer service team manages customer-queries through different communication channels (mainly 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 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 in the know regarding 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, communicate with our customers in those specific languages (including the occasional translation of documents). 

What we are looking for: 

• Bachelor or Diploma is required. 

• Previous Customer Service Experience desired (ideally Insurance, Healthcare, Banking or similar). 

• Good knowledge of MS Office and ability to learn new software applications quickly. 

• A good and active knowledge of other languages is a plus. 
• Exposure to global or international client environments is considered a strong advantage.

• 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 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 & the ability to multi-task

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.