Customer Service Representative at Cigna

Customer Service Representative at Cigna – Cigna Kenya Job Details

About the Role

Cigna is recruiting a Customer Service Representative to join its support team in Kenya on a full-time basis. This role involves managing client relationships across designated accounts and contracts, responding to inquiries with accuracy and speed, and resolving both routine and complex issues. You will be the primary point of contact for policyholders, brokers, and corporate clients seeking information about insurance products and services.

The Customer Service Representative at Cigna will work in a high-volume call center environment, handling multiple communication channels and supporting the organization’s commitment to excellent customer service. This position requires someone who can work independently, manage time effectively, and maintain professionalism under pressure while serving diverse client needs.

Key Responsibilities

• Manage client communications for designated account relationships and insurance contracts, ensuring timely and accurate responses
• Handle incoming calls, emails, and written requests from policyholders, brokers, corporate clients, and other stakeholders
• Address inquiries regarding policy eligibility, card status, enrollment processes, benefits details, claims status, and insurance certificates
• Conduct research on policy provisions to interpret coverage details and determine the most appropriate response to customer questions
• Process insurance claim and policy requests received via mail, telephone, or in-person, and route documentation to relevant departments for final processing
• Respond independently to grievances, complaints, and appeals ranging from routine to moderate complexity, escalating only when necessary
• Provide solutions that address customer concerns while maintaining compliance with policy terms and company procedures

Requirements & Qualifications

• Diploma or bachelor’s degree from a recognized institution
• Minimum one year of customer service experience, with demonstrated ability to analyze and resolve customer problems; call center experience is advantageous
• Strong written and verbal English communication skills with clarity and professionalism
• Excellent organizational and time-management abilities, with capacity to prioritize multiple tasks
• Intermediate proficiency in Microsoft Office Suite and ability to work efficiently on computer-based systems
• Ability to perform consistently in a high-volume, time-sensitive call center setting
• Proven capacity to work both independently and effectively as part of a team
• Knowledge of medical terminology is preferred but not essential

What to Expect

• Work on a rotational shift schedule, operating 24/7 to support customer needs across different time zones
• Schedule includes split shifts with hours divided between morning, afternoon, and evening slots, working five days per week plus public holidays as required
• A structured environment with clear performance expectations, training support, and opportunities to develop customer service expertise
• The Customer Service Representative at Cigna position in Kenya is open to qualified candidates. Click Apply below to submit your application.