Customer Service Supervisor

2 weeks ago

Kuala Lumpur, Malaysia The Cigna Group Full time

Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the

position, but they are not to be interpreted as totally inclusive. Cigna is an equal opportunity employer.

POSITION : Customer Service Supervisor

REPORTING TO : Customer Service Senior Supervisor

1. JOB PURPOSE

Manages the daily activities of a team of customer service representatives who respond

to/research customer/member inquiries/issues within Customer expectation and Cliental KPIs.

Provides direction and guidance regarding policies, procedures, workflows, customer service

quality, and training needs while exhibiting passion to deliver key behaviors of Forward Thinking,

Ownership, Caring, United, and Service. Responsible for monitoring customer service standards.

2. RESPONSIBILITIES AND DUTIES
- Supervises and motivates a team of customer service officers to deliver World Class

Customer Service with a keen focus on service from the Customer Point of View.
- Coaches the officers on soft skills, engagement and First Contact Resolution.
- Focuses on achieving key results including Net Promoter Score targets.
- Aims in improving the overall customer experience by identifying process improvement

opportunities and by driving a culture of customer centricity throughout the customer

service center.
- Leads by example demonstrating the highest level of customer centricity, professionalism,

engagement and inspection at all times.
- Develops a positive team relationship by being supportive, visible and easily accessible at all

times.
- Provides individualized and ongoing performance management to ensure efficiency and

productivity of all team members.
- Conducts individual and team coaching and development sessions.
- Identifies talent through interview processing.
- Develops on boarding plan for new hires.
- Develops career development planning for team members.
- Maintains and recognizes cultural differences and sensitivity.
- Collaborate with other stakeholders / teams to resolve queries including complex queries.
- Actively support all team members to enable operational goals to be achieved.
- Meet or exceed Service Level Agreement requirements, team KPI(s), monthly quality audit

scores and NPS (Net Promoter Score).

3. KNOWLEDGE, SKILLS AND EXPERIENCE
- Bachelor’s degree.
- At least 5-7 years of work experience.

Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the

position, but they are not to be interpreted as totally inclusive. Cigna is an equal opportunity employer.
- Insurance experience preferred.
- Fluent in written and spoken English is preferred.
- Flexible to work in 24 x 7 rotation shifts
- Knowledge of Medical Terminology is preferred.
- Ability to perform in a high volume, fast paced call center environment.
- Working proficiency with metrics, measurements, reports and operations.
- Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask

independently and on a computer.
- Exceptional organizational and time-management focus.
- Demonstrated results orientation.
- Organized and detail-oriented work style.
- Strong communication skills.
- Demonstrated ability to lead and motivate employees.
- Ability to recognize individual difference among the team members and design approach

accordingly.
- Ability to independently respond to inquiries, complaints or appeals ranging from routine to

moderate complexity.
- Demonstrated customer centric orientation with key focus on process improvement and

operational efficiency.
- Should be flexible to work in shifts and on staggered weekends

4. COMMUNICATIONS AND WORKING RELATIONSHIPS

The job holder develops effective relationships and communications with team members.

He/She clearly communicates goals, concepts, processes to a wide audience by tailoring levels of

communications to audience.

**About The Cigna Group**

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.

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