Customer Service Representative (Japanese Speaker)

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

Job summary

The Cigna Group is looking for a Customer Service Representative (Japanese Speaker) in Kuala Lumpur. This role requires excellence in customer support, tackling inquiries regarding global employer health insurance. Candidates must possess native or near-native Japanese proficiency and fluent English skills.

Join us to provide top-notch service, ensuring member satisfaction through effective resolution of inquiries. Experience in health insurance or a call center environment is advantageous.

Qualifications

• Native or near-native proficiency in Japanese (spoken and written).
• Fluent in written and spoken English.
• Proactive and process-oriented with strong customer focus.
• Experience in health insurance or a call centre environment preferred.

Responsibilities

• Handle inquiries and requests via email and telephone regarding insurance claims.
• Ensure timely resolution of customer inquiries and provide quality advice.
• Maintain high levels of customer satisfaction with effective resolution of inquiries.

Skills

Japanese proficiency

English proficiency

Decision-making

Customer focus

Interpersonal skills

Attention to detail

Job description

Position

Customer Service Representative (Japanese Speaker) - GEH APAC

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

• Native or near-native proficiency in Japanese (spoken and written)
• 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-orientedAbility 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.