Customer Service Representative GEH

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 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 department where required for the resolution of a query (claims analysts, medical advisers, finance department etc.)

What we are looking for:

Education & Work 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 is a must (C1 level or higher)
• Knowledge of other languages is a plus.

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 customer in distress is highly desirable
• Accuracy: High attention to details and a desire to work faultlessly
• Efficiency: Ability to work quickly through customer requests maintaining high quality standards
• Team player: Embraces and promotes a co-operative 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.