Customer Service Representative

cigna; Kuala Lumpur; On-site; MYR 45,000 - 71,000; Full time

Job summary

Cigna is seeking a Customer Service Representative to be the first point of contact for global members with employer health insurance. You will handle inquiries by phone and email, delivering service excellence and aiming for first-contact resolution.

The role emphasizes compliant operation, accurate information on health benefits, and collaboration with internal teams. Strong communication and problem-solving skills, plus experience in health insurance or call centers, are valued.

Qualifications

• Fluent in written and spoken English.
• Confident decision-making and sound judgment.
• Strong customer focus, with the ability to identify and resolve problems independently.
• Proactive and process-oriented.
• Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries.
• Excellent attention to detail and accuracy.
• Strong interpersonal skills, with clear verbal and written communication to both internal and external clients.
• Ability to support Team Manager and senior team members with escalations.
• Experience in health insurance or a call centre environment is an added advantage.

Responsibilities

• Receives requests by email and telephone regarding insurance claims/policies.
• Provides the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
• Ensures that all operating procedures and regulations are followed in accordance with policy terms and conditions.
• Provides quality advice and information to customers regarding their health benefits.
• Ensures turnaround times are met and enquiries are settled within required timescales.
• Builds relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
• Acts to support team members and contribute to the achievement of operational goals.
• Carries out ad hoc tasks as required to meet business needs.
• Exhibits excellent interpersonal skills and independently responds to inquiries, grievances, complaints, or appeals of varying complexity.

Skills

Customer service

Communication skills

English proficiency

Problem solving

Job description

Job description

As a Customer Service Representative you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.

Key responsibilities

• Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
• Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
• Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
• Provide quality advice and information to customers regarding their health benefits.
• Ensure turnaround times are met and ensure enquiries are settled within required timescales.
• Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
• Actively support team members and contribute to the achievement of operational goals.
• Carry out any ad hoc tasks as required to meet business needs.
• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

Minimum requirements

• Fluent in written and spoken English
• Confident decision-making and sound judgment
• Strong customer focus, with the ability to identify and resolve problems independently
• Proactive and process-oriented
• Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
• Excellent attention to detail and accuracy
• Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
• Ability to support Team Manager and senior team members with escalations
• Experience in health insurance or a call centre environment is an added advantage

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.