Customer Service Supervisor - Group Individual Health

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

Job summary

An established industry player is seeking a Customer Service Supervisor to manage a dynamic team of representatives. This role emphasizes exceptional customer service, team motivation, and continuous improvement. The ideal candidate will have a strong background in customer service leadership, with a focus on coaching and performance monitoring. You will play a pivotal role in fostering an inclusive team environment while ensuring adherence to service expectations. If you are 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.
• Proven ability to lead in a high-volume, fast-paced environment.

Responsibilities

• Lead and motivate a team to deliver exceptional customer service.
• Monitor performance outcomes including NPS and SLA compliance.

Skills

Customer Service Leadership

Coaching and Mentoring

Performance Monitoring

Process Improvement

Communication Skills

Organizational Skills

Customer Engagement

Time Management

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Call Center Technology

Job description

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.

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.