Customer Service Representative (CSR) at Cigna Global Employer Health

What makes Cigna different from other employers?

Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. We go further than just paying insurance claims. Solid customer relationships are our main goal. We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So, we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.

With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Customer Service Team within our Global Health Business Team.

Role Summary

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 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 department 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:

Bachelor or Diploma in business related field.

Previous Customer Service Experience desired (ideally Contact Center).

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

Good and active knowledge of other languages is a plus.

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 customer 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

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 commit to a 6-week induction training from our start date within the office.

OUR OFFER

A challenging job in an international and growing enterprise.

A dynamic, and entrepreneurial company culture that values and stimulates initiative.

Attractive salary conditions with extra-legal benefits.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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.