# Customer Service Lead Representative **Company**: Cigna Healthcare **Location**: Riyadh, Saudi Arabia **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Healthcare **Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Riyadh-Saudi-Arabia/Customer-Service-Lead-Representitive---Cigna-Healthcare_26012459-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/customer-service-lead-representative-8b6a1ba3-2fd/ ## Description 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 For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Arabic - English - Customer Service - Contact Centre Operations - Escalation Management - Problem-Solving - Analytical Capabilities - Communication Skills - Organisational Skills - Time-Management Skills - Stakeholder Management - Microsoft Office ### Nice to have - Healthcare Insurance Operations - Medical Terminology - Complaint Management Frameworks - Quality Improvement Methodologies --- Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Riyadh-Saudi-Arabia/Customer-Service-Lead-Representitive---Cigna-Healthcare_26012459-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)