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Customer Service Representative (CSR) at Cigna Global Health - French (or Italian)

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The Cigna Group

Nov 16

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Healthcare
  • Madrid
    Remote

AI generated summary

  • You need customer service experience, proficiency in French or Italian, C1 English, strong communication skills, attention to detail, and the ability to work under pressure in a team.
  • You will manage customer queries, ensure quality standards, maintain records, process confidential information, and collaborate with departments for resolutions, while keeping customers informed.

Requirements

  • 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 French. (Alternatively: Italian)
  • 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 both with colleagues and external customers. The ability to emotionally connect with customer in distress is 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.

Responsibilities

  • 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 for the resolution of a query (claims analysts, medical advisers, finance department etc.)
  • Shift from Monday to Friday from 8:00h to 15:45h

FAQs

What is the primary responsibility of a Customer Service Representative (CSR) at Cigna?

The primary responsibility of a CSR at Cigna is to manage day-to-day queries from customers, ensuring a pleasant service experience while adhering to productivity and quality standards.

What languages are required for this position?

The position requires proficiency in English (C1 level or higher) and either French or Italian.

What are the working hours for this role?

The working hours for this role are Monday to Friday from 8:00 AM to 3:45 PM.

Do I need previous customer service experience for this position?

Yes, previous customer service experience is desired, preferably in a contact center, reception, or similar role.

Is training provided for new employees?

Yes, new employees will receive training to obtain expert knowledge about relevant tools, processes, and documentation.

What software knowledge is required for this role?

A good knowledge of Microsoft 365 is required, along with the ability to learn new software applications quickly.

Is there an emphasis on data privacy in this role?

Yes, handling medical reports and other highly confidential information in compliance with data privacy guidelines (especially GDPR) is a key responsibility.

What characteristics are important for a successful candidate in this role?

Important characteristics include strong decision-making ability, excellent communication skills, high attention to detail, efficiency, being a team player, discretion with confidential information, and resilience under pressure.

How does Cigna support its employees' well-being?

Cigna's mission is to improve the health, well-being, and peace of mind of those we serve, which reflects in their workplace culture and support for employees.

Are there any accommodations available during the application process?

Yes, if you require reasonable accommodation in completing the online application process, you can email SeeYourselfEMEA@cigna.com for support.

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The Cigna Group

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

The Cigna Group is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health. The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 countries and jurisdictions, and has more than 190 million customer relationships around the world.