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.
Method of Application
Interested and qualified? Go to Cigna on cigna.wd5.myworkdayjobs.com to apply
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