Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...
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Customer Service Representative
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldCustomer 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 aware 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 documentations, but seeking advice from supervisors and higher management when needed.
- Liaising with other departments 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.
- Fluent in English + good and active knowledge of other languages is advantageous, but not essential (French, Portuguese, German, Arabic or 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 ambiguity.
- Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customers 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 cigna.wd5.myworkdayjobs.com to apply