Job Information
The Cigna Group Customer Service Representative - Chinese Speaker in Nairobi, Kenya
About the job
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.
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 or equivalent
Excellent English written and oral communication skills
Chinese 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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.