Customer Service Representative

Cigna International Health Services; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in the healthcare sector is looking for a skilled Customer Service Advisor to elevate their customer service experience. The ideal candidate will possess strong problem-solving abilities, an eye for detail, and experience in a customer-facing role. You will guide newer team members, ensuring an exceptional journey for customers by addressing queries effectively and achieving high satisfaction scores.

Benefits

Comprehensive Medical & Well-being Coverage

Hybrid Work Environment

Diverse Insurance Options

Global Exposure

Wellness Initiatives

Travelling Allowance

Qualifications

• Experience in medical administration or customer service.
• Ability to manage multiple priorities and meet targets.
• Track record of improving customer satisfaction.

Responsibilities

• Support team members and improve customer experience.
• Flex working shifts based on customer demand.
• Identify and implement process improvements.

Skills

Strong customer focus

Problem solving

Attention to detail

Decision making

Tools

Microsoft Office

Claims management system

Job description

You will have the skills, knowledge and experience of a tenured and knowledgeable Customer Service Advisor. However, we’re looking for more than that - you will have a real desire to use your knowledge to help drive our customer experience to a new level.

You will be seen as a role model within your current team – a subject matter expert with the desire to make things right for our customers. Taking direction from your Team Manager and Team Senior, you will help support newer members of the team and help them deliver amazing customer service.

You will use all of your knowledge and experience (ideally from a similar customer facing role) to drive a real ‘Category of One’ experience.

Your understanding of your customers’ needs will ensure that queries are resolved at point of contact. This will be demonstrated in a high NPS and first time resolution score.

This role also requires a truly agile approach: we will expect you to routinely flex between activities where customer demand and need is greatest, and you may also need to flex your shift based on customer demand.

Main Duties / Responsibilities:

• Be proficient and an expert in all Customer Service activity
• Flex between all of the above activities based on current customer demand
• Flex your working shift based on current customer demand
• Achieve personal and team productivity and quality goals
• Carry out other adhoc tasks as required meeting business needs
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• Take direction from Team Managers and Team Seniors and support coaching of new hires into the Claims & Customer Service teams
• Identify and suggest process improvements that will enhance your team, your customer or the business

Experience Required:

• Experience in medical administration, claims environment or customer service focused organization
• Ability to meet/exceed targets and manage multiple priorities
• Proficient in Microsoft Office applications
• Case and Claims management system experience
• Track record in improving NPS scores by demonstrating customer ownership

Skills:

• Confident in making decisions and exercise judgment
• Strong customer focus with ability to identify and solve problems without supervision
• Ability to work under own initiative and proactive in recommending and implementing process improvements
• The ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this role
• Must possess excellent attention to detail, with a high level of accuracy
• Strong interpersonal skills with good verbal and written communication to internal and external clients
• Support Team Manager and team senior with escalations
  

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

Do you have customer service experience? Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a customer services representative? Have you worked in a call centre before? Are you available for shift work?

Banking & Financial Services More than 10,000 employees

Cigna International has over 50 years of experience in designing, implementing and managing cross-border health insurance and employee benefits programmes for international organisations, multinational corporations and their international workforce, as well as individual expatriates.

With more than 30000 employees, the company has offices and sales representations in Europe (Belgium (headquarters), the Netherlands, Germany, Italy, the UK and Switzerland), the Middle East (UAE), Africa (Kenya, South Africa), Asia (China, Singapore and Malaysia), Latin America (Chile) and the US (Florida). Cigna International serves around 345,000 plan members on a 24/7 basis in 192 countries.

US-based company

Cigna International has over 50 years of experience in designing, implementing and managing cross-border health insurance and employee benefits programmes for international organisations, multinational corporations and their international workforce, as well as individual expatriates.

With more than 30000 employees, the company has offices and sales representations in Europe (Belgium (headquarters), the Netherlands, Germany, Italy, the UK and Switzerland), the Middle East (UAE), Africa (Kenya, South Africa), Asia (China, Singapore and Malaysia), Latin America (Chile) and the US (Florida). Cigna International serves around 345,000 plan members on a 24/7 basis in 192 countries.

US-based company

Perks and benefits Comprehensive Medical & Well-being Coverage Hybrid Work Environment Diverse Insurance Options Global Exposure Wellness Initiatives Travelling Allowance

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What can I earn as a Customer Service Representative