Customer Service Representative GHB

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.     We have   a number of   exciting permanent opportunities to join Cigna as a   Customer Service Representative   where you will be part of our Global Service Centre supporting clients from across the globe.      Cigna will provide all the training and resources to successfully perform in the role. You will   be required   to attend the   Madrid   office   at least once a week .     Applicants should:   Be able to commit to   3 9   hours /week .    Be able to commit to a   6-week   induction training from our   start   date   within the office.    Start in October Cigna Corporation is a global health service company. We   pro v ide   healthcare products and services, group disability, life and accident insurance and international insuranc e – directly to individuals   through employers and intermediaries.     Cigna’s mission is to improve the health,   well-being   and peace of mind of those we serve.     Cigna’s Customer Service Team:   Our customer service team   manages   customer queries   through different communication channels ( mainly   e mail   and   p hone) , providing   timely   resolution s   and pleasant customer experience s .      The Role   &   Responsibilities:   We are currently looking for a customer service representative (CSR) to join our   international   and dynamic team. The responsibilities of the role include (but are not limited to):      Managing   day-to-day   queries from Cigna’ s customers whilst putting   the   service   experience at the center of all activities .   Adhering to the productivity and quality standards set by the management team .   Taking   full ownership of   all   cases and follow ing   through up to the end.   When required, scheduling   follow-ups to keep the customer   in the know   regarding   the progress of their query.   Keep ing   comprehensive records of all customer interactions in the customer relationship management (CRM) tool.   Han dling   and process ing of   medical reports and other highly confidential information in line with   all relevant data   privacy guidelines   (GDPR in particular).   Obtaining &   maintaining   expert knowledge about all relevant tools,   processes   and documentations, but seeking advice from supervisors and higher management when needed.   Liaising   with other   departments   where required for the resolution of a query (claims   analysts , medical advisers,   finance department   etc.).   C ommunicate   with our customers in specific languages (including the occasional translation of documents).       What we are looking for :   Education & Work experience:   Bachelor or equivalent   experience.    Previous   Customer Service Experience   desired   (ideally Contact Center, Reception or similar)   Good knowledge of MS Office and ability to learn new software applications quickly   Active knowledge   of   English   and Spanish   (C1   level   or higher)   and   Proficiency in   at least one of the following:   Italian , German.   Other skills and characteristics   of a successful candidate :   Decision- making ability :   Quickly   understand s   new situations and take s   the right decisions for a   fast and   accurate   resolution of incoming requests.   Ability to navigate ambiguity.    Communication: Excellent Communication skills both with colleagues and external customers.   The ability to emotionally connect with   customers   in distress is   highly desirable.    Accuracy: High attention to details and a desire to work faultlessly.