Customer Service Representative (GEH APAC)

Cigna Health and Life Insurance Company; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

The Cigna Group is seeking a Customer Service Representative in Kuala Lumpur to be the first point of telephone contact for our global members with employer health insurance. You will handle email and phone requests about claims and policies, aiming for first-contact resolution and timely responses in line with benefits.

Ideal candidates are fluent in English, customer-focused, proactive, and capable of working independently while supporting escalations within a busy health-insurance call centre

Qualifications

• Fluent in written and spoken English.
• Confident decision-making and sound judgment.
• Strong customer focus with ability to 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 and clear verbal and written communication.
• 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.
• 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.
• Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

Skills

Fluent English

Customer focus

Problem solving

Attention to detail

Interpersonal skills

Decision making

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. Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.