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.