Customer Service Representative

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.