AI-Powered Customer Service Leader, Ops & Experience

CIGNA Worldwide General Insurance Company Limited; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur is seeking a Customer Service Supervisor to lead end-to-end customer service operations across all channels, ensuring timely, accurate, and high-quality service delivery.

You will build and sustain a world-class team, drive customer-centricity, leverage AI-enabled solutions, monitor KPIs, and uphold governance, compliance, and data protection while collaborating with stakeholders.

Qualifications

• Bachelor's degree preferred.
• 5-7 years of relevant customer service, operations, or contact center experience.
• Minimum 2-3 years of leadership or supervisory experience managing customer service teams.
• Experience within insurance, healthcare, financial services, or other regulated service environments preferred.

Responsibilities

• Lead and develop a world-class customer service team that consistently delivers exceptional customer experiences across all customer touchpoints.
• Foster a customer-first culture focused on professionalism, empathy, responsiveness, ownership, and service excellence.
• Oversee end-to-end customer service operations across all channels, ensuring accuracy, consistency, and adherence to approved service standards and operating procedures.
• Ensure customer interactions are handled within agreed service levels by actively monitoring volumes, queue performance, turnaround times, and case ageing.
• Drive service excellence by continuously reviewing customer journeys, identifying pain points, and implementing actions that improve customer outcomes and satisfaction.
• Establish and maintain high service quality standards through effective monitoring, coaching, and performance management.
• Proactively manage workforce allocation and workload balancing to optimize productivity and service delivery.
• Act as an escalation point for complex, sensitive, or high-impact customer issues, providing leadership, guidance, and effective service recovery where required.

Skills

Leadership

Customer Service

Team Development

Stakeholder Management

Data Analytics

AI Tools

Quality Assurance

Regulatory Compliance

Education

Bachelor's Degree

Tools

Microsoft Office

Operational Reporting Tools

Job description

Cigna Healthcare in Kuala Lumpur is seeking a Customer Service Supervisor to lead end-to-end customer service operations across all channels, ensuring timely, accurate, and high-quality service delivery.

You will build and sustain a world-class team, drive customer-centricity, leverage AI-enabled solutions, monitor KPIs, and uphold governance, compliance, and data protection while collaborating with stakeholders.