Customer Service Representative - Global Service Centre

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 via Telephone and Email 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 departments where required for the resolution of a query (claims analysts, medical advisers, finance department etc.). 
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents). 

What we are looking for: 

Education & Work experience: 

• Bachelor or experience equivalent. 
• Previous Customer Service Experience desired (ideally Contact Center, Reception or similar). 
• Good knowledge of MS Office and ability to learn new software applications quickly. 
• A good and active knowledge of other languages is a plus. 
• Exposure to global or international client environments is considered a strong advantage.

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 to maintain 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. 
• Resilience: High resilience to work under pressure & the ability to multi-task.