Customer Service Representative with Italian - #7516394

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 knowlegedge of English is a must (C1 level or higher) · Proficiency in Italian 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.