Customer Service Representative (CSR) at Cigna Global Employer Health - Polish
The Cigna Group
- Madrid
- Permanente
- Tiempo completo
- 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 following through up to the end. When required, scheduling follow-ups to keep the customer informed of the progress of their query.
- Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool
- Handling and processing 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 documentation, 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.)
- Shift from Monday to Friday from 9:00h to 16:45h
- Previous Customer Service experience desired (ideally Contact Center, Reception, or similar).
- Good knowledge of Microsoft 365 and ability to learn new software applications quickly.
- Active knowledge of English is a must (C1 level or higher).
- Proficiency in Polish.
- Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate through 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 detail and a desire to work faultlessly
- Efficiency: Ability to work quickly through customer requests maintaining high quality standards.
- Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
- Discreet: works discreetly with confidential (medical) information.
- High resilience to work under pressure & ability to multi-task.