Customer Service Representative

hace 3 semanas

Madrid, Madrid, España The Cigna Group A tiempo completo
The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

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 open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

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 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):

  • Managing day to day queries from Cigna's customers whilst 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 from Monday to Friday from 12:15h to 20:00h

What 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).
  • Proficiency in Portuguese.

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 to work under pressure & ability to multi-task.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

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