Experience Inc. Jobs

Job Information

The Cigna Group Customer Service Representative (CSR) at Cigna Global Employer Health - Polish in Madrid, Spain

Our Company & Mission:

Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance, and international insurance – directly to individuals and 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 email and phone) providing timely resolutions and pleasant customer experiences.

The Role & Responsibilities:

We are currently looking for a customer service representative (CSR) to join our young 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 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

What we are looking for:

Education & Work experience:

  • 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.

Other skills and characteristics of a successful candidate:

  • 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.

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.