Contact Center Customer Service Representative

Do you have a passion for helping others and ensuring customers have the best experience possible?

We have fantastic opportunities to join as multilingual customer service representative where you can support customers from across the globe.

**About us**

Cigna is a leading provider of group healthcare and wellbeing programmes for employees of multinational organisations. In this position, you will be responsible for the contract administration and client communication for designated client relationships in the Contact Center.

**What are your main responsibilities?**

In this role, you’ll be able to impact the lives of the people reaching out to us. With your strong knowledge of services, active listening skills, you assist them with any of their queries around their medical plan. Your human touch, listening skills and empathy give the help and reassurance to the customer.

Key areas
- Documenting every interaction concisely and completely while following the internal procedures.
- Handling queries efficiently and resolving customer issues in aim to provide first time resolution.
- Maintain quality standards for every procedure according to internal directives.
- Following through on established procedures and guidelines to efficiently address customer inquiries.
- Handling medical issues, in collaboration with our medical consultants
- When needed, put your language skills at work to translate different documents.
- The work planning will be your guide to ensure priorities are correctly dealt with and we keep our service performance on track.
- Able to handle complaints and analyse them, identifying root causes that might lead to the improvement of customer satisfaction and forwarding them to the correct department.
- Your critical eye easily spots possible improvements, and you share them with your manager.

**What you’ll bring**
- Customer focused with ability to identify and solve problems.
- Customer centric mind-set.
- Exceptional interpersonal skills with good verbal and written communication.
- Ability to organise, prioritise and manage workload to meet individual and team targets.
- Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
- Contribute to maintaining a co-operative and friendly working environment.
- Must possess excellent attention to detail, with a high level of accuracy with proactive approach.
- Capable of balancing various tasks at once while achieving deadlines.
- Ability to work under own initiative and proactive in recommending and implementing process improvements.
- Tech Savy and ability to navigate different systems independently.

**What skills do you need?**
- Advance or bilingual knowledge of English is a must (C1/C2)
- Advance knowledge of one or more of these languages: Italian, German, Dutch or French (C1 Level).
- Familiarity with CRM systems and practices a plus.

**What’s in it for you?**

We recognise we wouldn’t be where we are today without our employees, that’s why we offer such excellent benefits designed to suit you as and when you need them:

- Hybrid working - Enjoy working 2 days per week at the office and the rest of the week at home.
- Location: Paseo del Club Deportivo, 1, Building 14 First Floor, 28223 Pozuelo de Alarcón, Madrid.
- IT Kit - We will set you up with home working resources.
- Social Benefits: Private Medical and Dental Insurance, Life Assurance, Educational Development Program, Foreign Languague Scholarship,Flexible Compensation and so on.
- 24 days holiday per year + Birthday off.
- Flexible dress code - It’s not about what you wear, it’s about what you can do so why not be comfortable doing it.

**What makes Cigna different from other employers?**

We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all.
We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance and we offer many initiatives for health and well-being.
Plus much more

**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, gen