What are the responsibilities and job description for the Customer Service Representative (CSR) at Cigna Global Health - German (or French) position at The Cigna Group?
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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 to resolve a query (claims analysts, medical advisers, finance department, etc.).
- Shift from Monday to Friday from 15:15h to 23:00h
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 German. (Alternatively: French)
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 with colleagues and external customers are highly desirable. The ability to emotionally connect with customers in distress is also 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.
