Customer Service Representative with English and Chinese or Arabic - Cigna Healthcare
About this role
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open
position,
you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
We have
a number of
exciting permanent opportunities to join Cigna as a
Customer Service Representative
where you will be part of our Global Service Centre supporting clients from across the globe.
Cigna will provide all the training and resources to successfully perform in the role. You will
be required
to attend the
Madrid
office
at least once a week
.
Applicants should:
Be able to commit to
3
9
hours
/week
.
Be able to commit to a
6-week
induction training from our
start
date
within the office.
Cigna Corporation is a global health service company. We
pro
v
ide
healthcare products and services, group disability, life and accident insurance and international insuranc
e – directly to individuals
through employers and intermediaries.
Cigna’s mission is to improve the health,
well-being
and peace of mind of those we serve.
Cigna’s Customer Service Team:
Our customer service team
manages
customer queries
through different communication channels (
mainly
e
and
p
hone)
, providing
timely
resolution
s
and pleasant customer experience
s
.
Responsibilities
- &
- We are currently looking for a customer service representative (CSR) to join our
- international
- and dynamic team. The responsibilities of the role include (but are not limited to):
- Managing
- day-to-day
- queries 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 follow
- ing
- through up to the end.
- When required, scheduling
- follow-ups to keep the customer
- in the know
- regarding
- the progress of their query.
- Keep
- ing
- comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
- Han
- dling
- and process
- ing 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.).
- C
- ommunicate
- with our customers in specific languages (including the occasional translation of documents).
Requirements
- :
- Education & Work experience:
- Bachelor or equivalent
- experience.
- Previous
- Customer Service Experience
- desired
- (ideally Contact Center, Reception or similar)
- Good knowledge of MS Office and ability to learn new software applications quickly
- Active knowledge
- of
- English
- and Spanish
- (C1
- level
- or higher)
- and
- Proficiency in
- at least one of the following:
- Italian
- , German, Chinese, Arabic
- .
- Other skills and characteristics
- of a successful candidate
- :
- Decision-
- making ability
- :
- Quickly
- understand
- s
- new situations and take
- s
- 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 while
- maintaining
- 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.
- High resilience to work under pressure
- and the
- ability to multi-task.
- About Cigna Healthcare
- Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
- Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
- If
- you require reasonable accommodation in completing the online application process, please email:
- SeeYourselfEMEA@cigna.com
- for support. Do not email
- SeeYourselfEMEA@cigna.com
- for an update on your application or to provide your resume as you will not receive a response.