Customer Service Representative

About the role

Cigna is expanding its Global Service Centre in Nairobi and seeks a Customer Service Representative to support clients worldwide. You will act as the primary point of contact for designated accounts, delivering accurate information and solutions across multiple channels.

Key responsibilities

• Communicate with clients via phone, email and in‑person for account‑related inquiries.
• Provide timely, complete responses on eligibility, card status, policy benefits, certificates of insurance and claims status.
• Receive and process insurance claim requests, route documentation to appropriate units, and perform research to interpret policy provisions.
• Handle simple and complex inquiries, grievances and appeals, escalating only when necessary.
• Maintain high‑volume, fast‑paced call‑center operations while adhering to split‑shift and 24 × 7 rotation schedules.

Required profile

• Diploma or bachelor’s degree.
• Excellent written and oral English communication.
• Strong organizational and time‑management abilities.
• At least 1 year of customer‑service experience; call‑center experience is a plus.
• Ability to work independently and as part of a team in a high‑volume environment.
• Intermediate proficiency with the Microsoft Office suite.
• Knowledge of medical terminology is advantageous.

Required skills

• Microsoft Office

What we offer

• Permanent employment with a global health services leader.
• Opportunities for career growth within an international organization.
• Dynamic, multicultural work environment.