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Customer Service Representative

4 months ago

Nairobi, Nairobi Area, Kenya Cigna Full time

Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security.

Cigna has almost 40,000 employees who service over 80 million customer relationships around the world

About the job
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
Main Duties / Responsibilities

Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.

Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
Mails or routes claim forms and supporting documentation to various units for final processing.
Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
May seek assistance with complex customer services issues.

Requirements
Qualifications

Must have a diploma or bachelor's degree or equivalent
Excellent English written and oral communication skills
Chinese written and oral skill is a must
Exceptional organizational and time-management focus
Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
Ability to perform in a high volume, fast paced call center environment
Proven ability to work independently as well as a productive member of a team
Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
Knowledge of medical terminology a plus

Conditions/requirements

Work in 24 x 7 rotation shifts.
5 days a week.
In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays