Customer Service Representative at Cigna

Customer Service Representative at Cigna – Cigna Kenya Job Details

About the Role

Cigna is recruiting a Customer Service Representative for its Nairobi office. This is a full-time position serving as the primary contact point for clients and policyholders across designated accounts and insurance contracts. You will manage inbound and outbound communications, resolve policy-related inquiries, and ensure accurate information is delivered to customers on the first contact whenever possible.

The role sits within the customer service operations team and requires someone who can handle the volume and pace of a call center environment while maintaining accuracy on complex insurance matters. You will work on a rotating shift basis, including evenings, mornings, and public holidays.

Key Responsibilities

• Manage inbound calls, emails, and written requests from policyholders, brokers, and corporate clients regarding insurance claims, eligibility, and policy benefits
• Provide complete and accurate responses to customer inquiries in a single interaction, minimizing the need for follow-up contact
• Research policy provisions and claims information to respond to both straightforward and complex customer questions
• Issue certificates of insurance, communicate card status updates, and explain policy enrollment processes to customers
• Handle customer grievances, complaints, and appeals of routine to moderate complexity, either independently or by escalating to specialized teams where necessary
• Process insurance claim forms and supporting documentation, routing them to relevant internal units for final processing
• Maintain detailed records of customer interactions, inquiries, and resolutions within company systems
• Interpret policy language and contract terms to determine the most effective and accurate response to customer needs

Requirements & Qualifications

• Diploma or bachelor’s degree qualification
• Minimum 1 year of customer service experience, with a proven track record of analyzing and solving customer problems; call center experience is advantageous
• Fluent written and spoken English with clear communication ability
• Strong organizational skills and time management capability in high-volume environments
• Intermediate proficiency in Microsoft Office applications (Word, Excel, Outlook) and comfortable working across multiple computer systems simultaneously
• Ability to work independently and as part of a team in a structured call center setting
• Knowledge of medical terminology or insurance concepts is a plus
• Comfortable managing a high volume of customer interactions in a fast-paced setting

What to Expect

• 24/7 rotating shift schedule across morning, afternoon, and evening shifts, five days per week
• Public holidays are included in the rotation schedule
• Work will be conducted in a call center environment where you will handle multiple customer inquiries daily
• This Customer Service Representative at Cigna position in Nairobi is open to qualified candidates. Click Apply below to submit your application.