Customer Service Supervisor - Group Individual Health

The Cigna Group; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead a dynamic team in delivering outstanding customer service. This role emphasizes coaching and developing team members, ensuring adherence to performance metrics, and fostering an inclusive work culture. The ideal candidate will possess strong organizational skills and a customer-centric mindset, with a proven ability to thrive in a fast-paced environment. If you're passionate about enhancing customer experiences and driving team success, this opportunity is perfect for you.

Qualifications

• 5–7 years of relevant experience in customer service or insurance.
• Fluent in written and spoken English, with strong communication skills.

Responsibilities

• Lead a team to deliver exceptional customer service.
• Monitor performance outcomes and implement process improvements.

Skills

Customer Service Management

Coaching and Mentoring

Performance Monitoring

Process Improvement

Communication Skills

Organizational Skills

Education

Bachelor’s Degree

Tools

Microsoft Office Suite

Call Center Technology

Job description

The job profile for this position is Customer Service Supervisor, which is a Band 3 Management Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Cigna Healthcare is hiring Customer Service Supervisor

Job Purpose

Manages the daily operations of a team of Customer Service Representatives who address and resolve customer/member inquiries in accordance with client KPIs and service expectations.

Provides direction on policies, procedures, and workflows while championing Cigna’s core values: Forward Thinking, Ownership, Caring, United, and Service. Oversees performance standards and fosters a culture of continuous improvement and customer centricity.

Key Responsibilities

• Lead and motivate a team to deliver exceptional customer service with a focus on the customer’s point of view.
• Coach team members in soft skills, customer engagement, and First Contact Resolution (FCR).
• Monitor and drive performance outcomes including Net Promoter Score (NPS), quality, and SLA compliance.
• Identify and implement process improvements to enhance customer experience.
• Model professionalism, engagement, and customer focus at all times.
• Build a collaborative, inclusive, and accessible team environment.
• Provide regular coaching, feedback, and performance evaluations.
• Oversee recruitment activities and onboarding of new hires.
• Develop individual development plans and career growth strategies.
• Promote cultural sensitivity and an inclusive work culture.
• Collaborate cross-functionally to resolve complex queries and drive team performance.
• Ensure team adherence to KPIs, SLA targets, quality benchmarks, and operational metrics.

3. Requirements & Qualifications

• Bachelor’s degree in a relevant field.
• 5–7 years of relevant experience, preferably in customer service or insurance.
• Fluent in written and spoken English (preferred).
• Willingness to work in 24/7 rotational shifts, including staggered weekends.
• Knowledge of medical terminology is an advantage.
• Proven ability to lead in a high-volume, fast-paced environment.
• Proficient in Microsoft Office Suite and call center technology.
• Strong organizational, time management, and multitasking abilities.
• Results-driven with keen attention to detail.
• Excellent communication and interpersonal skills.
• Ability to tailor leadership approaches to diverse team dynamics.
• Skilled in resolving inquiries ranging from routine to moderate complexity.
• Customer-centric mindset with a focus on process efficiency and service improvement.

4. Communication & Relationships

• Develops and maintains effective relationships with internal team members and stakeholders.
• Communicates goals, updates, and processes clearly and appropriately to different audiences.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.