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Customer Service Representative Job – GEH at Cigna

  • Job Type Full Time
  • Qualification BA/BSc/HND
  • Experience
  • Location Nairobi
  • Job Field Customer Care 

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:

Education & Work experience:

  • Bachelor or experience equivalence.
  • Previous Customer Service Experience desired (ideally Contact Center, Reception or similar).
  • 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.

Method of Application

Interested and qualified? Go to Cigna on to apply

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