Customer Service Representative (GEH APAC)

Cigna International Health Services Sdn Bhd

Kuala Lumpur

Hybrid

MYR 36,000 - 48,000

Full time

2 days ago

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Benefits offered by this job

Comprehensive Medical & Well-being

Hybrid Work Environment

Diverse Insurance Options

Global Exposure

Wellness Initiatives

Travelling Allowance

Job summary

Health insurance customer service role at Cigna International Health Services Sdn Bhd in Kuala Lumpur, Malaysia. You will be the first point of contact for global members with employer health insurance, handling calls and emails, resolving inquiries, and guiding customers through benefits and claims.

Excellent English communication and strong problem-solving skills are essential. The position offers a hybrid work environment and opportunities to collaborate with internal teams and external

Qualifications

Experience in health insurance or call centre 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 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 enquiries are settled within required timescales.
Build relationships with internal departments and external service partners to ensure resources are fully utilised 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.
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.

Skills

Fluent English

Customer service

Communication

Job description

Customer Service Representative (GEH APAC)

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 utilised 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.

Fluent in written and spoken English

Confident decision-making and sound judgement

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

Unlock job insights

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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?
Have you worked in a call centre before?
How would you rate your English language skills?
How much notice are you required to give your current employer?

Healthcare 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

Perks and benefits