Customer Service Representative (GEH APAC)

Cigna Healthcare; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Cigna Healthcare is seeking a Customer Service Representative who will be the first point of telephone contact for our global members with employer health insurance. The role emphasizes high-quality customer service, first-contact resolution, and adherence to policy terms and timelines.

Ideal candidates are fluent in English, capable of independent problem solving, and able to communicate clearly with clients and internal teams. Previous health insurance or call centre experience is advantageous.

Qualifications

• Fluent in written and spoken English
• Confident decision-making and sound judgment
• Strong customer focus with the ability to resolve problems independently
• Proactive and process-oriented
• Ability to maintain high levels of customer satisfaction through timely resolution of inquiries
• Excellent attention to detail and accuracy
• Strong interpersonal and written communication with internal and external clients
• Ability to support team managers with escalations
• Experience in health insurance or call centre is an added advantage

Responsibilities

• Receives requests by email and telephone regarding insurance claims/policies.
• Provide the highest level of customer service, aiming for first-contact resolution.
• Follow procedures and regulations per policy terms and conditions.
• Give quality advice and information about health benefits to customers.
• Ensure turnaround times are met and inquiries are settled promptly.
• Build relationships with internal departments and external partners.
• Support team members and help achieve operations goals.
• Carry out ad hoc tasks as required to meet business needs.
• Respond to inquiries, grievances, complaints, or appeals with clarity and professionalism.

Skills

Customer service

Communication

Problem solving

Attention to detail

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.