Senior Ai Engineer, Genesys Cloud & Contact Center (Remote)

Experis España; Coslada; Hybrid; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Induction training

IT kit

24 days holiday

Birthday off

Private medical insurance

Dental insurance

Life assurance

Flexible dress code

Job summary

Cigna Healthcare is seeking a multilingual Customer Service Representative for its Contact Center in Madrid. You will assist customers with queries about their medical plans, communicate with clients and insurers, and ensure smooth contract administration across designated client relationships.

Role requires strong listening and communication skills, the ability to translate documents when needed, and a commitment to high-quality service. Hybrid work and structured training are included.

Qualifications

• Advance or bilingual knowledge of English, French and Spanish (C1/C2).
• Familiarity with CRM systems is a plus.

Responsibilities

• Support customers' queries related to medical plans across channels (phone, email, letters).
• Document interactions clearly following internal procedures.
• Aim for first-time resolution and maintain service quality standards.

Skills

English

French

Spanish

CRM systems

Tools

CRM systems

Job description

Customer Service Representative - Contact Center

Job Description Summary 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 programmes for employees of multinational organisations. 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 analyse 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 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.
• 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 Savy and ability to navigate different systems independently.

What skills do you need?

• Advance or bilingual knowledge of English, French and Spanish is a must (C1/C2)
• Advance knowledge of any other language is 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 16:45 with the 2-3 first weeks full time at the office.
• You are available to work one of this shifts:
  Tuesday to Saturday: 15:15- 23:00
• Residence within the Madrid area

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:

Benefits:

• Hybrid working – Enjoy working 1 day per week at the office and the rest of the week at home.
• Training – First 2-3 weeks of training fully presential, 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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.