Customer Service Representative
Posted:
Company Details
Name:Cigna
Industry:
Insurance
Website:
https://www.cignahealthbenefits.com/
Description:
Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - head…
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Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
Job Category:
Customer Service
Job Description
What are your main responsibilities?
- You are responsible for the client communication for designated account relationships and Contracts.
- You are required to response to the client on timely manner providing full and accurate information in one go.
- 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
- 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
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