Job Title: Customer Service Representative
Hiring Organization: Cigna
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Date Posted: 04/18/2024
What
are your main responsibilities?
You are responsible for the client communication for designated
account relationships and Contracts.
You are required to response to the client on timely manner providing full and
accurate information in one go.
Key Areas
- Communication
management in day to day queries of our clients and insurers through
different channels (Email, Phone, Letter and Chat) .The main communication
channel will be Emails and Calls.
- As a Hybrid
team, you require to manage customer interactions through Emails and Calls
at the same time. You require to multitask between both channels based on
Email and Call inflow and based on the requirements in the daily planning.
- Think about and
contribute to using the most efficient communication channels (phone,
e-mail, letter)
- Coordinate and
ensure follow-ups of the assigned contracts/clients.
- Answering call
from client and advising on the necessary information. To log call in the
system and respond via email immediately over the call instead of
assigning the task back to the queue.
- Follow up on
personal queue for the cases where we received reply.
- Taking ownership
on the emails assigned and to complete the necessary before end of
business.
- Monitoring Queue
to see if there is any queued call which require to be answered instead of
allowing the call to drop or abandon.
- Check on Medical
reports submitted by client and see if we can approve Initial Letter of
Guarantee to the provider.
- Check if the
complete Reimbursement documents has been submitted before assigning case
to Claims Team.
- Keep records and
filing up to date.
- Pro-actively
optimising the unit’s workflows to achieve set targets.
- Translate
communications, medical reports or other documents if needed.
- Work according
to the priorities indicated in the work plan and in order to keep under
track the different KPIs (ASA, TAT, NPS, etc)
- Able to handle
complaints and analyze them, identifying root causes that might lead to
the improvement of customer satisfaction.
Relations
To Other Positions
- Assist the
Supervisor and Senior Supervisor in several tasks (e.g. preparation of
presentations, preparation of analyses, Statistics)
- Provide all
necessary information to the involved parties: clients, insurers, the
International Customer Services, Finance and Accounting Marketing and
Communication.
- Contribute to
maintaining a co-operative and friendly working environment.
- Inform
Supervisors and Senior Supervisors on problems and inefficiencies.
What do
you need?
- Must have a
diploma or bachelor’s degree or equivalent
- Minimum one year
or more experience in any related field (Customer Service – Handling calls
and responding to client on free text email basis)
- Primary language
will be English but will be good to have additional language i.e.
Portuguese or French or German
- Skillful in
taking decisions: takes the right action on allocated files based on the
available information and providing the decision in written to client
ensuring all relevant information is clear.
- Excellent
Communication skills.
- Accurate: works
accurately when providing information to client via written email
- Discipline: pays
attention to procedures, agreements and document flows.
- Efficient: finds
a good balance between quality and quantity.
- Team player:
Able to work in a team and provide feedback on how to improve from time to
time.
- Skillful with
computer programs: readily learns the ropes in the use of current office
applications
- Discreet: works
discreetly with confidential (medical) information.