Customer Service Representative - Contact Center

Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multilingual customer service representative where you can support customers from across the globe.

Cigna is a leading provider of group healthcare and wellbeing programmes for employees of multinational organisations. In this position, you will be responsible for the contract administration and client communication for designated client relationships in the Contact Center.

In this role, you’ll be able to impact the lives of the people reaching out to us. With your strong knowledge of services, active listening skills, you assist them with any of their queries around their medical plan. Your human touch, listening skills and empathy give the help and reassurance to the customer.

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.

• Communication management in day-to-day queries of our clients and insurers through different channels mainly telephone, but written communication as well (email, letter, fax)
• Documenting every interaction concisely and completely while following the internal procedures.
• Handling queries efficiently and resolving customer issues in aim to provide first time resolution.
• Maintain quality standards for every procedure according to internal directives.
• Following through on established procedures and guidelines to efficiently address customer inquiries.
• Handling medical issues, in collaboration with our medical consultants
• When needed, put your language skills at work to translate different documents.
• The work planning will be your guide to ensure priorities are correctly dealt with and we keep our service performance on track.
• Able to handle complaints and analyse them, identifying root causes that might lead to the improvement of customer satisfaction and forwarding them to the correct department.
• Your critical eye easily spots possible improvements, and you share them with your manager.

• Customer focused with ability to identify and solve problems.
• Customer centric mind-set.
• Exceptional interpersonal skills with good verbal and written communication.
• Ability to organise, prioritise and manage workload to meet individual and team targets.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Contribute to maintaining a co-operative and friendly working environment.
• Must possess excellent attention to detail, with a high level of accuracy with proactive approach.
• Capable of balancing various tasks at once while achieving deadlines.
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Tech Savy and ability to navigate different systems independently.