Customer Service Representative

The Cigna Group; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading healthcare company seeks a passionate Customer Service Representative to join its Global Service Centre in Kuala Lumpur. The role involves delivering exceptional customer service and supporting clients with their private medical insurance inquiries. No prior experience is necessary, as comprehensive training will be provided. Ideal candidates will be motivated, empathetic, and possess solid IT skills.

Qualifications

• Passion for delivering outstanding customer service in a fast-paced environment.
• Solid IT skills, including proficiency in MS Office and in-house systems.
• Exceptional verbal and written communication.

Responsibilities

• Provide the highest level of customer service, strive for first-contact resolution.
• Monitor turnaround times to ensure enquiries and claims are settled within required timescales.
• Support team members and contribute to operational goals.

Skills

Customer Focus

Decision-Making

Attention to Detail

Interpersonal Skills

Organizational Skills

Judgment

Proactivity

Tools

MS Office

Case and Claims Management Systems

Job description

Do you have a passion for helping others and ensuring customers have the best experience possible?

We are looking for a highly motivated Customer Service Representative to join our expanding team, where you will be part of our Global Service Centre, supporting clients from around the world.

As a Customer Service Representative with Cigna, you will be the first point of telephone contact for our global members who hold private medical insurance with us. We are keen to speak with you if you are a “people person” with an empathetic nature, as you will be supporting customers who may be going through a difficult time. Previous experience in customer service is not essential, as we provide 4-5 weeks of classroom training to set you up for success in your new role.

What we require:

• Able to commit to 40 hours per week
• Availability to work shifts between Monday and Sunday
• Able to travel to Cigna’s office twice per week after training is completed

What you will do:

Customer service is paramount to us and our members. As the voice of Cigna, you will be responsible for delivering exceptional customer satisfaction by handling enquiries and processing claims in an efficient and timely manner.

You will provide the highest possible level of service via phone, chat, or email to both existing and potential customers, aiming for first-contact resolution.

This is an excellent opportunity for customer-focused, enthusiastic, motivated, and driven individuals to join our Customer Service Team at Cigna.

Main duties and responsibilities:

• Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines, and processing dental, vision, and 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 and colleagues regarding their health benefits.
• Monitor turnaround times to ensure enquiries and claims 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.

What you will bring:

We welcome individuals who draw on their life experience, personality, and unique talents. We are broadly looking for candidates with:

• A passion for delivering outstanding customer service in a fast-paced environment, with the ability to work towards targets.
• Solid IT skills, including proficiency in MS Office and in-house systems.
• Exceptional interpersonal skills, with excellent verbal and written communication.
• Strong organizational skills, with the ability to prioritize and manage workload to meet individual and team targets.
• Strong judgment and the ability to quickly identify customer needs and respond professionally.
• Excellent attention to detail and a high level of accuracy.
• Ability to work independently, taking initiative and proactively recommending and implementing process improvements.
• Experience with case and claims management systems.
• Proven ability to improve NPS scores through ownership of customer issues.

Key skills:

• 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

If you are passionate about helping others, eager to learn, and ready to grow in an international customer service environment, we would love to hear from you!

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.