Customer Service Representative

Cigna; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Kuala Lumpur is seeking a dedicated Customer Service Representative. This role involves providing exceptional service for international medical claims, responding to complex queries, and ensuring accurate file management. Candidates should possess a Master's degree and be proficient in English, with additional language skills (Thai, Mandarin, Spanish) being advantageous. Strong decision-making and communication skills are essential to succeed in this position.

Qualifications

• Ability to communicate in English; knowledge of Thai, Mandarin, and Spanish is a plus.
• Accurate and responsible handling of assigned contracts.
• Efficient in maintaining balance between quality and quantity.

Responsibilities

• Provide customer services for international medical claims.
• Respond to queries through various channels efficiently.
• Take ownership of high-value or complex cases.
• Track and report procedural irregularities.

Skills

Customer-focused communication

Medical terminology knowledge

Decision-making skills

Microsoft Office proficiency

Written communication skills

Team collaboration

Discretion in handling confidential information

Education

Master's degree or equivalent experience

Tools

Cigna International in-house systems

Job description

• Providing customer services for international claims for the reimbursement of medical expenses for the unit’s dedicated contracts.
• Rsponding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in-depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and customer-friendly.
• Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
• Taking ownership of difficult or high-value files.
• Responding via the most efficient channel (e.g. phone, e-mail, letter, etc).
• Following up on the individual workload and taking appropriate action when agreed targets are not met.
• Pro-actively optimising the unit’s workflows to achieve set targets.
• Providing accurate file information to internal employees where required.
• Tracking procedural irregularities and raising these with the Team Leader.
• Raising problems or difficult issues with the Head.
• Actively working to maintain a co-operative and friendly working environment.

• You have a master degree or equal through experience.
• You have good knowledge of English (both spoken and written), additional languages such as (Thai, Mandarin & Spanish) are required.
• Medical terminology
• Use of necessary reference works
• Knowledge of Microsoft Office and proprietary IT applications
• Written skills: conveys messages in clear language, paying attention to accent/circumstances
• and appropriate style.
• Customer-focused: communicates empathically.
• Skilled decision-maker: takes the right action on allocated files based on the information available.
• Accurate: works accurately by giving complete and correct answers
• Responsible: ensures that assigned contracts are followed up in a diligent, timely and accurate manner.
• Disciplined: follows procedures, agreements and document flows correctly.
• Efficient: able to strike the right balance between quality and quantity.
• Team-player: enjoys working as part of a team.
• Computer-literate: quick to learn current office applications and Cigna International in-house systems..
• Discrete: exercises utmost discretion when dealing with confidential (medical) information.

About The Cigna Group

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.