Customer Service Representative – GEH at Cigna

  • Full Time
  • Nairobi


Role & Responsibilities:

We are actively seeking a Customer Service Representative (CSR) to join our dynamic and youthful team. The key responsibilities of this role encompass, but are not confined to:

  1. Managing daily inquiries from Cigna’s customers with a focus on enhancing the overall service experience.
  2. Adhering to the productivity and quality standards established by the management team.
  3. Taking complete ownership of all cases and ensuring follow-through to resolution. When necessary, scheduling follow-ups to update customers on the progress of their inquiries.
  4. Maintaining thorough records of all customer interactions in the Customer Relationship Management (CRM) tool.
  5. Handling and processing medical reports and other highly confidential information in accordance with relevant data privacy guidelines, especially GDPR.
  6. Acquiring and maintaining expert knowledge of all pertinent tools, processes, and documentation, with a willingness to seek guidance from supervisors and higher management when needed.
  7. Collaborating with other departments as necessary to resolve queries (e.g., claims analysts, medical advisers, finance department, etc.).
  8. Communicating with customers in foreign languages, if applicable, and occasionally translating documents.


Education & Work Experience:

  • Bachelor’s degree or equivalent experience.
  • Previous experience in Customer Service is preferred, particularly in a Contact Center, Reception, or similar role.
  • Proficient knowledge of MS Office and the ability to quickly learn new software applications.
  • Fluency in other languages is a valuable asset.

Additional Skills and Traits of an Ideal Candidate:

  • Decision-making Ability: Quickly grasps new situations and makes prompt and accurate decisions for efficient problem resolution. Demonstrates the ability to navigate ambiguity.
  • Communication: Excellent communication skills, both with colleagues and external customers. The capacity to empathetically connect with distressed customers is highly desirable.
  • Accuracy: Pays close attention to detail with a commitment to flawless work.
  • Efficiency: Capable of swiftly addressing customer requests while maintaining high-quality standards.
  • Team Player: Fosters a cooperative and friendly work environment within an international and inclusive team.
  • Discretion: Handles confidential (especially medical) information discreetly.
  • High Resilience: Thrives under pressure and possesses the ability to multitask effectively.

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