Customer Service Representative-4

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia The Cigna Group Full time
The job profile for this position is Customer Service Representative A, 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.

Job Description

Do you have a passion for helping others and ensuring customers have the best experience possible?
We are looking for a highly motivated Customer Service Representative to join this expanding team where you will be part of our Global Service Centre supporting clients from across the Globe.

As a Customer Service Representative with Cigna, you will be the first point of telephone contact for our global members who have private medical insurance with us. We are keen to speak to you if are a 'people person' and if you have an empathetic nature as you will be supporting customers who may be experiencing a difficult time. Previous experience in Customer Service isn't essential as we provide 4-5 weeks of classroom training to set you up for success in your new role.

What we require:

  • Able to commit to 40 hours/week.
  • Available to work shifts 24/7, 5 days out of 7.
  • Able to travel to Cigna's Office, once per week, after the training is completed.

What you'll do:

Customer service is paramount to us and our customers and as the voice of Cigna, you will be responsible for providing exceptional levels of customer satisfaction, by handling enquiries and claims processing in an efficient and timely manner.
The successful applicant will offer the highest possible level of service, via phone, chat or e-mail, to our existing and potential customers, seeking first contact resolution.
This is an excellent opportunity for customer focused, enthusiastic, motivated and driven individuals to join our Customer Service Team within Cigna.

Main Duties/Responsibilities:

  • Provide the highest levels of customer service, striving for first contact resolution, responding within given timelines, processing dental/vision and medical claims in line with the customer's benefits.
  • Ensure that all operating procedures and regulations are followed in line the policy terms and conditions.
  • Providing quality advice and information to customers and colleagues regarding their health benefits.
  • Monitor turn-around times to ensure contacts/claims are settled within required time scales.
  • Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.
  • Actively support all team members and provide resource to enable all operational goals to be achieved.
  • Carry out any ad-hoc tasks as required to meet the business needs.

What you'll bring:

We want people to draw on their life experience, personality and individual talents. Broadly speaking, we look for candidates with:

  • A passion for providing outstanding customer service in a fast paced environment and ability to work towards targets.
  • Solid IT skills with ability to utilise MS Office and inhouse systems.
  • Exceptional interpersonal skills with good verbal and written communication.
  • Ability to organise, prioritise and manage workload to meet individual and team targets in a fast paced environment.
  • Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
  • Must possess excellent attention to detail, with a high level of accuracy.
  • Ability to work under own initiative and proactive in recommending and implementing process improvements.

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:

  • Competitive salary
  • Hybrid working - Enjoy working from the comfort of your home, with weekly visits to our office.
  • Flexible dress code - It's not about what you wear, it's about what you can do, so why not be comfortable doing it.
  • Plus much more...
  • Support Team Manager and team senior with escalations

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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