Customer Service Representative with English and Chinese or Arabic - Cigna Healthcare
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 openposition,you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
We havea number ofexciting 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 willbe requiredto attend theMadridofficeat least once a week.
Applicants should:
Be able to commit to39hours/week.
Be able to commit to a6-weekinduction training from ourstartdatewithin the office.
Cigna Corporation is a global health service company. Weprovidehealthcare products and services, group disability, life and accident insurance and international insurance - directly to individualsthrough employers and intermediaries.
Cigna’s mission is to improve the health,well-beingand peace of mind of those we serve.
Cigna’s Customer Service Team:
Our customer service teammanagescustomer queriesthrough different communication channels (mainlyemailandphone), providingtimelyresolutionsand pleasant customer experiences.
The Role&Responsibilities:
We are currently looking for a customer service representative (CSR) to join ourinternationaland dynamic team. The responsibilities of the role include (but are not limited to):
Managingday-to-dayqueries from Cigna’s customers whilst puttingtheserviceexperience at the center of all activities.
Adhering to the productivity and quality standards set by the management team.
Takingfull ownership ofallcases and followingthrough up to the end.When required, schedulingfollow-ups to keep the customerin the knowregardingthe progress of their query.
Keepingcomprehensive records of all customer interactions in the customer relationship management (CRM) tool.
Handlingand processing ofmedical reports and other highly confidential information in line withall relevant dataprivacy guidelines(GDPR in particular).
Obtaining &maintainingexpert knowledge about all relevant tools,processesand documentations, but seeking advice from supervisors and higher management when needed.
Liaisingwith otherdepartmentswhere required for the resolution of a query (claimsanalysts, medical advisers,finance departmentetc.).
Communicatewith our customers in specific languages (including the occasional translation of documents).
What we are looking for:
Education & Work experience:
Bachelor or equivalentexperience.
PreviousCustomer Service Experiencedesired(ideally Contact Center, Reception or similar)
Good knowledge of MS Office and ability to learn new software applications quickly
Active knowledgeofEnglishand Spanish(C1levelor higher)andProficiency inat least one of the following:Italian, German, Chinese, Arabic.
Other skills and characteristicsof a successful candidate:
Decision-making ability:Quicklyunderstandsnew situations and takesthe right decisions for afast andaccurateresolution of incoming requests.Ability to navigate ambiguity.
Communication: Excellent Communication skills both with colleagues and external customers.The ability to emotionally connect withcustomersin distress ishighly desirable.
Accuracy: High attention to details and a desire to work faultlessly.
Efficiency:Ability to work quickly through customerrequests whilemaintaininghigh-qualitystandards.
Team player:Embraces and promotes acooperativeand friendlywork environmentin an international and inclusive team.
Discreet: works discreetly with confidential (medical) information.
High resilience to work under pressureand theability 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.
Ifyou require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.