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    Customer Service Representative - Nairobi, Kenya - Cigna

    Cigna
    Cigna Nairobi, Kenya

    5 days ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    Cigna is a global health service company with 95 million customers around the world and more than 40,000 employees worldwide. As your partner in health, we're available for our customers 24/7 with an expansive network built to help them meet their health goals. We're on a mission to improve the health, well-being and peace of mind of those we serve.

    JOB SUMMARY

    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.QualificationsMust have a diploma or bachelor's degree or equivalentExcellent English written and oral communication skillsChinese written and oral skill is a mustExceptional organizational and time-management focusIndependently 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 plusAbility to perform in a high volume, fast paced call center environmentProven ability to work independently as well as a productive member of a teamIntermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computerKnowledge of medical terminology a plusConditions/requirementsWork 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

    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.

    REQUIRED SKILLS

    Customer service, Answering telephones and call management, Customer support, CRM systems

    REQUIRED EDUCATION

    Diploma, Associate's degree

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