Customer Service Representative with English and Chinese or Arabic - Cigna Healthcare

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.

We have a number of exciting permanent opportunities to join Cigna as a Customer Service Representative where you will be part of our Global Service Centre supporting clients from across the globe.

Cigna will provide all the training and resources to successfully perform in the role. You will be required to attend the Madrid office at least once a week.

Applicants should:

• Be able to commit to 39 hours/week.

• Be able to commit to a 6-week induction training from our start date within the office.

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 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 international 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 in the know regarding 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 documentations, 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.).

• Communicate with our customers in specific languages (including the occasional translation of documents).

What we are looking for:

Education & Work experience:

• Bachelor or equivalent experience.

• Previous Customer Service Experience desired (ideally Contact Center, Reception or similar)

• Good knowledge of MS Office and ability to learn new software applications quickly

• Active knowledge of English and Spanish (C1 level or higher) and Proficiency in at least one of the following: Italian, German, Chinese, Arabic.

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 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 details and a desire to work faultlessly.

• Efficiency: Ability to work quickly through customer requests while 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 and the ability to multi-task.