Customer Service Lead Representative

Cigna Healthcare is seeking a Customer Service Lead Representative to support the delivery of exceptional customer service across member, provider, client, and broker interactions.

The Customer Service Lead Representative plays a critical role in managing complex enquiries, complaints, escalations, and service recovery activities while ensuring service continuity, workload visibility, and adherence to service standards.

Responsibilities:

• Investigate and resolve complex customer enquiries, complaints, appeals, and escalated service issues
• Act as the primary operational and technical escalation point for cases requiring advanced research, coordination, policy interpretation, or procedural guidance
• Interpret policy provisions, benefits, procedures, and operational requirements to determine appropriate solutions and escalation pathways
• Maintain end-to-end ownership of escalated cases, ensuring timely resolution, accurate documentation, proactive follow-up, and clear customer communication
• Support service recovery activities by managing customer expectations, coordinating corrective actions, and ensuring customer concerns are effectively addressed
• Collaborate with internal and external stakeholders to facilitate prompt resolution of customer issues
• Monitor service queues, pending inventories, backlogs, ageing cases, and service-level risks, escalating concerns appropriately to the Customer Service Supervisor
• Support workload coordination and operational prioritisation based on customer impact, service commitments, and business requirements
• Ensure effective shift handovers through accurate communication of priority cases, unresolved issues, and operational updates
• Assist with the preparation of operational updates, service-level reports, escalation summaries, workload status reports, and risk visibility reporting
• Identify recurring service issues, root causes, process gaps, and customer experience challenges, providing recommendations for improvement
• Contribute to knowledge-sharing initiatives, onboarding activities, refresher training sessions, process enhancements, and quality improvement programmes
• Support quality assurance reviews, compliance activities, audits, and operational governance requirements
• Maintain accurate customer records and ensure all activities comply with company policies, regulatory requirements, confidentiality obligations, information security standards, and data privacy requirements

Requirements:

• Diploma or Bachelor's degree, preferably in Business Administration, Healthcare Administration, Customer Service Management, or a related discipline
• Minimum of 3 to 5 years of experience in customer service, member services, client services, call centre/contact centre operations, or a related customer support environment
• Demonstrated experience managing complex customer enquiries, complaints, escalations, and service recovery situations
• Experience within the healthcare insurance industry is strongly preferred; experience within insurance, managed care, banking, financial services, or third-party administration environments will also be considered
• Strong understanding of contact centre operations, service levels, escalation management, workload prioritisation, case ownership, and queue management principles
• Proven ability to work independently, manage competing priorities, and maintain service quality under pressure
• Fluency in written and spoken Arabic and English
• Willingness to work flexible shifts in line with business requirements

Nice to Have:

• Knowledge of healthcare insurance operations, medical terminology, and healthcare service delivery models
• Experience supporting onboarding, floor support, knowledge-sharing, quality calibration, or process improvement initiatives
• Experience preparing service-level reports, operational dashboards, workload updates, or escalation reporting
• Familiarity with complaint management frameworks, quality improvement methodologies, and continuous improvement practices

Benefits:

• Competitive salary aligned with market benchmarks
• Multicultural and collaborative working environment
• Private Medical Insurance
• Employee Wellbeing Benefits
• Educational Development Program supporting continuous learning and professional growth