Background information about the job or company (e.g., role context, company overview)

Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...

Responsibilities or duties

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 via Telephone and Email 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 in the know regarding 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.).
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents).

Qualifications or requirements (e.g., education, skills)

What we are looking for:

Education & Work experience:

• Bachelor or Diploma is required.
• Previous Customer Service Experience desired (ideally Contact Center, Reception or similar).
• Good knowledge of MS Office and ability to learn new software applications quickly.
• A good and active knowledge of other languages is a plus.
• Exposure to global or international client environments is considered a strong advantage.

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 ambiguity.
• Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customers in distress is highly desirable.
• Accuracy: High attention to details and a desire to work faultlessly.
• Efficiency: Ability to work quickly through customer requests to maintain high quality standards.
• Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
• Discreet: works discreetly with confidential (medical) information.
• Resilience: High resilience to work under pressure & the ability to multi-task.

• Managing day to day queries via Telephone and Email 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 in the know regarding 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.).
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents).

• Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity.
• Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customers in distress is highly desirable.
• Accuracy: High attention to details and a desire to work faultlessly.
• Efficiency: Ability to work quickly through customer requests to maintain high quality standards.
• Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
• Discreet: works discreetly with confidential (medical) information.
• Resilience: High resilience to work under pressure & the ability to multi-task.

• Bachelor or Diploma is required.
• Previous Customer Service Experience desired (ideally Contact Center, Reception or similar).
• Good knowledge of MS Office and ability to learn new software applications quickly.
• A good and active knowledge of other languages is a plus.
• Exposure to global or international client environments is considered a strong advantage.