Customer Service Representative - Italian

cigna; Madrid; Híbrido; EUR 24.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Training

IT Kit

24 days holiday + Birthday off

Private Medical and Dental Insurance

Life Assurance

Flexible dress code

Descripción de la vacante

Cigna Healthcare in Madrid is seeking a multilingual customer service representative to support clients from around the world. You will manage contract administration and client communication for designated relationships in the Contact Center.

You will listen, resolve queries, and translate documents as needed, collaborating with medical consultants. The role requires 39 hours per week, Tue-Sat shifts, and residence in Madrid, with hybrid work two days a week.

Formación

• Fluent in English, Spanish and Italian (C1/C2).
• Residence in Madrid (City).
• Willing to commit to 39 hours per week and 10-week induction.
• Available to work Tue-Sat 10:00 to 17:45.
• Experience in customer service or contact center is a plus.

Responsabilidades

• Communicate with clients/insurers across channels (phone, email, mail).
• Document interactions concisely following internal procedures.
• Resolve queries with aim of first-contact resolution.
• Maintain quality standards according to directives.
• Address inquiries following established procedures.
• Collaborate with medical consultants for medical issues.
• Translate documents when needed.
• Plan work to meet service targets and priorities.
• Analyze complaints to identify root causes and improvements.
• Suggest process improvements to the manager.

Conocimientos

English & Spanish & Italian (Bilingual

CRM systems

Customer service

Descripción del empleo

Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multilingual customer service representative where you can support customers from across the globe.

Cigna is a leading provider of group healthcare and wellbeing programs for employees of multinational organizations. In this position, you will be responsible for the contract administration and client communication for designated client relationships in the Contact Center.

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 services, 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 mainly telephone, but written communication as well (email, letter, fax)
• Documenting every interaction concisely and completely while following the internal procedures.
• Handling queries efficiently and resolving customer issues in aim to provide first time resolution.
• Maintain quality standards for every procedure according to internal directives.
• Following through on established procedures and guidelines to efficiently address customer inquiries.
• Handling medical issues, in collaboration with our medical consultants
• 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 and forwarding them to the correct department.
• Your critical eye easily spots possible improvements, and you share them with your manager.

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 organize, prioritize and manage workload to meet individual and team targets.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Contribute to maintaining a co-operative and friendly working environment.
• 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.
• Tech Savvy and ability to navigate different systems independently.

What skills do you need?

• Advance or bilingual knowledge of English, Spanish and Italian is a must (C1/C2)
• Any other languages are a plus.
• Familiarity with CRM systems and practices a plus.

What we require:

• You are able to commit to 39 hour/week
• You are able to commit to 10 week induction training from initial start, Monday to Friday: 9:00 to 16:48 at least the 6 first weeks full time at the office.
• You are available to work from Tuesday to Saturday from 10:00 to 17:45
• Residence within Madrid (City)

What’s in it for you?

We recognize 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:

• Hybrid working – Enjoy working 2 days per week at the office and the rest of the week at home.
• Training – At least the first 2 weeks of training fully at the office, 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.