Customer Service Representative - Cigna Healthcare

About the role

Cigna Healthcare, a division of The Cigna Group, is growing its Customer Service presence in Nairobi and is hiring Customer Service Representatives for its Global Service Centre, which supports clients from around the world. The team handles customer queries mainly by email and phone, providing timely resolutions. Training and resources are provided, and the role involves working from the office and at home.

Key responsibilities

• Manage day-to-day customer queries by telephone and email, keeping the service experience at the centre of everything.
• Follow productivity and quality standards set by management and take full ownership of each case until it is resolved.
• Schedule follow-ups so customers stay informed about the progress of their queries.
• Keep comprehensive records of all customer interactions in the CRM tool.
• Handle and process medical reports and other confidential information in line with data privacy guidelines such as GDPR.
• Learn the tools, processes and documentation, and seek advice from supervisors when needed.
• Liaise with other departments such as claims analysts, medical advisers and finance to resolve queries.
• Communicate with customers in their own languages, including translating documents occasionally.

Required profile

• Bachelor's degree or diploma.
• Commitment to 45 hours per week and availability for rotational shifts covering 24 hours a day, 7 days a week, including weekends.
• Full-time office work at the Nairobi Westland site for 2-3 months until reaching competency, then a flexible arrangement of at least 2 days in the office and the rest working from home.
• Previous customer service experience desired, ideally in insurance, healthcare, banking or a similar field.
• Good knowledge of other languages and exposure to international client environments are a plus.

Required skills

• Good knowledge of MS Office and ability to learn new software quickly.
• Quick decision-making, accuracy, efficiency and attention to detail.
• Excellent communication with colleagues and customers, and the ability to empathise with distressed customers.
• Ability to work under pressure, multi-task and work discreetly with confidential information.