Customer Service Representative with French - #7516117
Cigna
Fecha: hace 1 semana
ciudad: Pozuelo de Alarcón, Madrid
Tipo de contrato: Medio tiempo
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 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.)
· Shift from Monday to Friday from 12:15h to 20:00h
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 French
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 customer in distress is highly desirable
· Accuracy: High attention to details and a desire to work faultlessly
· Efficiency: Ability to work quickly through customer requests maintaining high quality standards
· Team player: Embraces and promotes a co-operative 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.
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