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Customer Service Representative (CSR) at Cigna Global Health - French (or Chinese) Id-4772

Our Company & Mission:

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 and through employers and intermediaries.

Cigna’s mission is to improve the health, well-being, and peace of mind of those we serve.

 

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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 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 informed 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 documentation, but seeking advice from supervisors and higher management when needed.
  • Liaising with other departments where required to resolve a query (claims analysts, medical advisers, finance department, etc.).
  • Shift from Monday to Friday from 12:15h to 20:00h

 

What we are looking for:

 

Education & Work experience:

  • Previous Customer Service experience desired (ideally Contact Center, Reception, or similar).
  • Good knowledge of Microsoft 365 and ability to learn new software applications quickly.
  • Active knowledge of English is a must (C1 level or higher).
  • Proficiency in French. (Alternatively: 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 through ambiguity.
  • Communication: Excellent Communication skills with colleagues and external customers are highly desirable. The ability to emotionally connect with customers in distress is also highly desirable.
  • Accuracy: High attention to detail and a desire to work faultlessly
  • Efficiency: Ability to work quickly through customer requests maintaining 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.
  • High resilience to work under pressure & ability to multi-task.
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