Customer Service Representative

Overview

Do you have a passion for helping others and ensuring customers have the best experience possible? 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.

As a Customer Service Representative with Cigna, you will be the first point of telephone, email or chat contact for our global members who have private medical insurance with us. We are keen to speak to you if you are a ‘people person’ with a passion for helping others, an intrinsic service-driven mindset and an empathetic nature as you will be supporting customers who may be experiencing exceptionally difficult times.

Previous experience in Customer Service isn’t essential as we provide 5 weeks of classroom training to set you up for success in your new role.

• Able to commit to 35 hours per week.
• Able to commit to 8 weeks onsite induction training from start date based in our Greenock office.
• Available to work shifts between Mon–Sun 7am–11pm, on a 3 week rotational pattern (shifts: 7am–3pm, 8am–4pm, 2pm–10pm, 3pm–11pm). You will work 1 weekend in 3/4.
• Able to travel to Cigna s Office in Greenock, Scotland full time initially for 5–6 months until you reach competency level; following this we have a flexible in-office approach with 2 days in office as a minimum and the remainder WFH as you desire.

Customer service is paramount to us and our customers and, as the voice of Cigna, you will be responsible for providing exceptional levels of customer satisfaction by handling enquiries and claims processing in an efficient and timely manner.

The successful applicant will offer the highest possible level of service via phone, e-mail and chat channels to our existing and potential customers, seeking first contact resolution at all possible opportunities.

This is an excellent opportunity for customer-focused, enthusiastic, motivated, and driven individuals to join our Customer Service Team within Cigna.

• Provide the highest levels of customer service, striving for first contact resolution, responding within given timelines, and processing dental/vision and medical claims in line with the customer s benefits.
• Ensure that all operating procedures and regulations are followed in line with the policy terms and conditions.
• Provide quality advice and information to customers and colleagues regarding their health benefits.
• Monitor turn-around times to ensure contacts/claims are settled within required time scales.
• Build relations with internal departments to ensure resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.
• Actively support all team members and provide resources to enable all operational goals to be achieved.
• Carry out any ad-hoc tasks as required to meet business needs.

We want people to draw on their life experience, personality, and individual talents. Broadly speaking, we look for candidates with:

• A passion for providing outstanding customer service in a fast-paced environment and ability to work towards targets.
• Solid IT skills with ability to utilise MS Office and inhouse systems.
• Exceptional interpersonal skills with good verbal and written communication.
• Ability to organise, prioritise and manage workload to meet individual and team targets in a fast-paced environment.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Must possess excellent attention to detail, with a high level of accuracy.
• Ability to work under own initiative and proactively in recommending and implementing process improvements.

We recognise we wouldn’t be where we are today without our employees, that’s why we offer such excellent benefits designed to suit you as and when you need them:

• Competitive salary.
• Hybrid working: Enjoy working from the comfort of your home, with occasional visits to our Greenock office.
• IT equipment
  : is provided by us to allow you to work from home.
• 30 days holiday per year: …