Our customer service team\u00a0manages\u00a0customer-queries through different communication channels (mainly\u00a0email\u00a0and\u00a0phone)\u00a0providing\u00a0timely\u00a0resolutions\u00a0and pleasant customer experiences.\u00a0\u00a0<\/p>\n
The Role &\u00a0Responsibilities:\u00a0<\/p>\n
We are currently 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):\u00a0\u00a0<\/p>\n
\tManaging\u00a0day to day queries\u00a0via Telephone and Email\u00a0from Cigna\u2019s customers whilst putting\u00a0the\u00a0service\u00a0experience at the center of all activities.\u00a0
\n\tAdhering to the productivity and quality standards set by the management team.\u00a0
\n\tTaking\u00a0full ownership of\u00a0all\u00a0cases and following\u00a0through up to the end.\u00a0When required, scheduling\u00a0follow-ups to keep the customer\u00a0in the know\u00a0regarding\u00a0the progress of their query.\u00a0
\n\tKeeping\u00a0comprehensive records of all customer interactions in the customer relationship management (CRM) tool.\u00a0
\n\tHandling\u00a0and processing of\u00a0medical reports and other highly confidential information in line with\u00a0all relevant data\u00a0privacy guidelines\u00a0(GDPR in particular).\u00a0
\n\tObtaining &\u00a0maintaining\u00a0expert knowledge about all relevant tools,\u00a0processes\u00a0and documentations, but seeking advice from supervisors and higher management when needed.\u00a0
\n\tLiaising\u00a0with other\u00a0departments\u00a0where\u00a0required\u00a0for the resolution of a query (claims\u00a0analysts, medical advisers,\u00a0finance department\u00a0etc.).\u00a0
\n\tIn case you speak foreign languages,\u00a0communicate\u00a0with our customers in those specific languages (including the occasional translation of documents).\u00a0<\/p>\n
What we are looking for:\u00a0<\/p>\n
Education & Work experience:\u00a0<\/p>\n
\tBachelor or experience\u00a0equivalent.\u00a0
\n\tPrevious\u00a0Customer Service Experience\u00a0desired\u00a0(ideally Contact Center, Reception or similar).\u00a0
\n\tGood knowledge of MS Office and ability to learn new software applications quickly.\u00a0
\n\tA\u00a0good\u00a0and active knowledge of other languages\u00a0is\u00a0a plus.\u00a0
\n\tExposure to global or international client environments is considered a strong advantage.<\/p>\n
Other skills and characteristics\u00a0of a successful candidate:\u00a0<\/p>\n
\tDecision-making ability:\u00a0Quickly\u00a0understands\u00a0new situations and takes\u00a0the right decisions for a\u00a0fast and\u00a0accurate\u00a0resolution of incoming requests.\u00a0Ability to navigate ambiguity.\u00a0\u00a0
\n\tCommunication:\u00a0Excellent Communication skills both with colleagues and external customers.\u00a0The ability to emotionally connect with\u00a0customers\u00a0in distress is\u00a0highly desirable.\u00a0\u00a0
\n\tAccuracy:\u00a0High attention to details and a desire to work faultlessly.\u00a0\u00a0
\n\tEfficiency:\u00a0Ability to work quickly through customer requests\u00a0to\u00a0maintain\u00a0high quality standards.\u00a0\u00a0
\n\tTeam player:\u00a0Embraces and promotes a\u00a0cooperative\u00a0and friendly\u00a0work environment\u00a0in an international and inclusive team.\u00a0
\n\tDiscreet:\u00a0works discreetly with confidential (medical) information.\u00a0
\n\tResilience:\u00a0High resilience to work under pressure\u00a0&\u00a0the\u00a0ability to multi-task.<\/p>\n
Apply Through:<\/p>\n
cigna.wd5.myworkdayjobs.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/cigna.wd5.myworkdayjobs.com","_company_name":"Cigna","_company_website":"https:\/\/www.cignahealthbenefits.com","_company_tagline":"Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - head... read morequartered in Belgium - focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career. >> Why join us? Healthy careers Cigna gives you the opportunity to grow and develop professionally and personally. Because we know our success begins with yours. Healthy returns We offer you monetary and non-monetary rewards. Our compensation is differentiated among employees based on responsibilities and performance. Healthy culture We stand for a work environment that includes the beliefs, values, norms, and management style of our company. Communication is key to our culture. Healthy life We show commitment to our employees\u2019 health, well-being and security, with a strong focus on wellness.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,717],"job-types":[688],"class_list":{"0":"post-91125","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-hybrid"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/91125","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=91125"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=91125"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=91125"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=91125"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}