Customer Service Representative - Portuguese Speaker

Cigna; Kempton Park; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading healthcare provider in South Africa seeks a Customer Service Representative responsible for managing client communications and resolving inquiries about insurance policies and claims. The ideal candidate must possess strong communication skills in English and Portuguese, alongside a diploma or degree. Experience in customer service, particularly within a call center environment, is preferred. This role includes working varied shifts, emphasizing excellent organizational skills and the ability to multitask effectively.

Qualifications

• Proven ability to work independently and as part of a team.
• Knowledge of medical terminology is a plus.
• Ability to perform in a high volume, fast-paced call center environment.

Responsibilities

• Handle calls and emails, responding to inquiries regarding policy benefits and claims status.
• Research and respond to inquiries interpreting policy provisions.
• Independently handle customer grievances and complaints.

Skills

Excellent English written and oral communication skills

Portuguese written and oral skill

Exceptional organizational and time-management focus

1+ years of customer service experience

Intermediate proficiency in Microsoft Office Suite

Education

Diploma or bachelor’s degree

Job description

What are your main responsibilities?

You are responsible for the client communication for designated account relationships and Contracts.

You are required to respond to the client in a timely manner providing full and accurate information in one go.

Main Duties / Responsibilities

• Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.

• Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.

• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.

• Mails or routes claim forms and supporting documentation to various units for final processing.

• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

• May seek assistance with complex customer services issues.

Qualifications

• Must have a diploma or bachelor’s degree certificate

• Excellent English written and oral communication skills

• Portuguese written and oral skill is a must

• Exceptional organizational and time-management focus

• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.

• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus

• Ability to perform in a high volume, fast paced call center environment

• Proven ability to work independently as well as a productive member of a team

• Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer

• Knowledge of medical terminology a plus

Conditions/requirements

• Work in 24 x 7 rotation shifts.

• 5 days a week.

• In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays

About Cigna Healthcare

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [e-mail] for support. Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.