Cigna
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:
- Managing daily inquiries from Cigna’s customers with a focus on enhancing the overall service experience.
- Adhering to the productivity and quality standards established by the management team.
- 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.
- Maintaining thorough records of all customer interactions in the Customer Relationship Management (CRM) tool.
- Handling and processing medical reports and other highly confidential information in accordance with relevant data privacy guidelines, especially GDPR.
- 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.
- Collaborating with other departments as necessary to resolve queries (e.g., claims analysts, medical advisers, finance department, etc.).
- Communicating with customers in foreign languages, if applicable, and occasionally translating documents.
Qualifications:
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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To apply for this job please visit cigna.wd5.myworkdayjobs.com.