# Customer Service Representative

**Company**: Cigna
**Location**: Madrid
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Madrid-Spain/Agente-de-Atencin-al-Cliente-con-Cataln---Cigna-Healthcare_26012385?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3dfa3a1c-094

## Description

We are seeking a Customer Service Representative to join our team at Cigna, a leading global health insurance and wellness services company.

As a Customer Service Representative, you will be responsible for providing exceptional service to our customers, ensuring that each interaction is a positive experience, and transmitting Cigna's values.

**Responsibilities:**

- Manage customer calls, emails, and queries from providers and TPAs, ensuring compliance with established service levels (SLAs).

- Process and follow up on medical authorisations within defined deadlines.

- Resolve incidents, complaints, and claims.

- Provide information, guidance, and advice to customers on coverage, processes, and services.

- Coordinate and communicate with internal departments to resolve complex queries and cases.

- Perform administrative tasks derived from the role.

- Organise and prioritise tasks to ensure efficient workload management.

- Update information in corporate systems and management tools.

- Contribute to individual and team objectives, maintaining established quality standards.

- Participate actively in continuous improvement initiatives aimed at optimising customer experience.

**Requirements:**

- Minimum high school education or equivalent.

- Previous experience in customer service, preferably in inbound telephone environments.

- Experience in administrative task management and back office work.

- User-level proficiency in Microsoft Office.

- Excellent communication and customer-oriented skills.

- Organisation, priority management, and teamwork skills.

- Intermediate or advanced level of Catalan, both written and spoken, for customer management.

**Preferred Qualifications:**

- Previous experience in the health insurance or healthcare sector.

- Experience using CRM tools and customer management systems.

- Training in telephone excellence, emotional intelligence, or customer service.

- Knowledge of data protection regulations (LOPD/RGPD).

- Advanced level of English.

- Experience working in environments with quality and productivity indicators.

**What We Offer:**

- Permanent contract.

- Immediate incorporation.

- Hybrid work modality: 2 days in the office and 3 days of telework.

- Rotating schedules with biweekly changes between the following ranges: 08:00 to 16:45, 09:00 to 17:45, 11:15 to 20:00.

- Comprehensive social benefits package including: Medical insurance, life insurance, dental insurance, vision insurance, pharmaceutical coverage, meal assistance, telework assistance, transportation card, language training, Gympass/Wellhub, and other corporate benefits.

## Skills

### Required
- Microsoft Office
- customer service
- communication
- organisation
- Catalan

### Nice to have
- health insurance
- CRM tools
- data protection regulations
- English
- quality and productivity indicators

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Madrid-Spain/Agente-de-Atencin-al-Cliente-con-Cataln---Cigna-Healthcare_26012385?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)