Customer Service Representative - IOH Contact Center

Cigna-Evernorth Services Inc.; Madrid; Híbrido; EUR 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Working from home with Madrid office,

Training remotely and tools provided

IT kit for home working

24 days holiday per year

Private Medical and Dental Insurance

Life Assurance

Flexible dress code

Descripción de la vacante

Cigna Healthcare, a division of The Cigna Group, seeks a multilingual customer service professional based in Madrid. You will assist clients with queries about their medical plan, using strong listening and empathy to provide reassurance.

Requirements include advanced English (C1/C2) and another language (Dutch, German, Italian or French). The role is 39 hours per week with a 6-week induction starting 15 October 2026; remote work with occasional Madrid office visits.

Formación

• Advanced or bilingual English (C1/C2) required.
• Advanced knowledge of Dutch, German, Italian or French (C1); priority on Dutch or German).

Responsabilidades

• Communicate with clients and insurers via telephone and e-mail.
• Coordinate and ensure follow-ups of contracts.
• Handle medical issues with medical consultants.
• Suggest efficient communication channels (phone, e-mail, letter).
• Translate documents when needed.
• Plan and prioritize workload to meet targets.
• Identify root causes from complaints to improve satisfaction.
• Assist Client Manager with presentations, analyses and statistics.
• Contribute to a cooperative, friendly team environment.
• Suggest process improvements.

Conocimientos

English proficiency (C1/C2)

Additional language proficiency (Dutch

Descripción del empleo

What are your main responsibilities?

In this role, you’ll be able to impact the lives of the people reaching out to us. With your strong knowledge of our products and services, and your active listening skills, you assist them with any of their queries around their medical plan. Your human touch, listening skills and empathy give the help and reassurance to the customer.

KEY AREAS:

• Communication management in day to day queries of our clients and insurers through different channels but mainly telephone and e-mail.
• Coordinate and ensure follow-ups of the assigned contracts.
• Handling medical issues, in collaboration with our medical consultants
• Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
• When needed, put your language skills at work to translate different documents.
• The work planning will be your guide to ensure priorities are correctly dealt with and we keep our service performance on track.
• Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.
• Assist the Client Manager in several tasks (e.g. preparation of presentations, preparation of analyses, statistics)
• Contribute to maintaining a co-operative and friendly working environment.
• Your critical eye easily spots possible improvements, and you share them with your manager.

What skills do you need?

• Advance or bilingual knowledge of English is a must (C1/C2)
• Advance knowledge of one or more of these languages: Dutch, German, Italian or French (C1 Level - Priority on the first two listed languages).

What you’ll bring:

• Customer focused with ability to identify and solve problems.
• Customer centric mind-set.
• Exceptional interpersonal skills with good verbal and written communication.
• Ability to organise, prioritise and manage workload to meet individual and team targets.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Must possess excellent attention to detail, with a high level of accuracy with proactive approach.
• Capable of balancing various tasks at once while achieving deadlines.
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Basic IT skills and ability to navigate systems.

What we require:

• You are able to commit to 39 hour/week
• You are able to commit to 6 week induction training from start date of 15th October 2026.
• Residence within Madrid (City)
• You are available to work this shift:

Tuesday to Saturday: 12:15 to 20:00

What’s in it for you?

We recognise we wouldn’t be where we are today without our employees, that’s why we offer such excellent benefits designed to suit you as and when you need them:

• Working from home - Enjoy working from the comfort of your home, with occasional visits to our Madrid office.
• Training – You will be able to take part in the training remotely and we will set you up with all the tools you need to succeed.
• IT Kit - We will set you up with home working resources
• 24 days holiday per year + Birthday off.
• Private Medical and Dental Insurance
• Life Assurance
• Flexible dress code - It’s not about what you wear, it’s about what you can do so why not be comfortable doing it.

What makes Cigna different from other employers?

We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all.

We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance and we offer many initiatives for health and well-being.

Plus much more…

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [e-mail] for support. Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.