.Our Company & Mission:Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance, and international insurance – directly to individuals and 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 email and phone) providing timely resolutions and pleasant customer experiences.The Role & Responsibilities:We are looking for a customer service representative (CSR) to join our young and dynamic team.The responsibilities of the role include (but are not limited to):Managing day-to-day queries from Cigna's customers while 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 following through up to the end. When required, scheduling follow-ups to keep the customer informed of the progress of their query.Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.Handling and processing 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 documentation, 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.).Shift: Monday to Friday from 12:15h to 20:00hWhat we are looking for:Education & Work experience:Previous Customer Service experience desired (ideally Contact Center, Reception, or similar).Good knowledge of Microsoft 365 and ability to learn new software applications quickly.Active knowledge of English is a must (C1 level or higher).Other skills and characteristics of a successful candidate:Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate through 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 detail and a desire to work faultlessly.Efficiency: Ability to work quickly through customer requests 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: Ability to work under pressure & ability to multi-task
