Customer Service Agent with Catalan

• Permanent contract.
• Expected start date: January.
• Hybrid work modality: 2 days in-office and 3 days of teleworking.
• Rotating shifts with biweekly changes between the following slots: 08:00 to 16:45, 09:00 to 17:45, 11:15 to 20:00
• Extensive social benefits package that includes: Medical insurance. Life insurance. Dental insurance. Vision insurance. Pharmaceutical coverage. Meal allowance. Teleworking allowance. Transport card. Language training. Gympass/Wellhub. And other corporate benefits.

If you are passionate about helping people, are looking to be part of a leading health company, and want to develop your career in an international and collaborative environment, we invite you to join our team.

• Minimum education of High School diploma or equivalent.
• Previous experience in Customer Service, preferably in Inbound telephone service environments.
• Experience in managing administrative tasks and Back Office.
• User-level proficiency in Microsoft Office.
• Excellent communication skills and customer focus.
• Capacity for organization, priority management, and teamwork.
• Intermediate or advanced level of Catalan, both oral and written, which is essential for client service and management.

• 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).
• High level of English.
• Experience working in environments with quality and productivity indicators.

Cigna is a global health insurance and wellness services company committed to improving the health, well-being, and peace of mind of the people we serve. We offer a wide range of health solutions designed to meet the needs of clients, providers, and partners worldwide.

At Cigna, we are characterized by offering an exceptional experience to our customers, based on closeness, trust, and service excellence. Therefore, we are looking to bring on a Customer Service professional capable of listening, understanding, empathizing, and effectively resolving the needs and inquiries of our policyholders.

The selected person must possess a clear vocation for service, ensuring that every interaction is a positive experience for the customer, conveying Cigna's values and ensuring that our services are perceived as accessible, reliable, and health-care oriented.

You will join a dynamic and collaborative work environment, formed by professionals with extensive experience and business knowledge, so you must demonstrate flexibility, adaptability, and a results orientation.

• Management of calls, emails, and other inquiries from clients, providers, and TPAs, ensuring compliance with established service levels (SLAs).
• Processing and follow-up of medical authorizations within the timeframes defined by the company.
• Management and resolution of incidents, complaints, and claims.
• Information, guidance, and advice to clients regarding coverage, processes, and services.
• Coordination and communication with different internal departments for the resolution of inquiries and complex cases.
• Performance of administrative tasks derived from the position's activity.
• Organization and prioritization of tasks to guarantee efficient workload management.
• Updating of information in corporate systems and management tools.
• Contributing to the achievement of individual and team objectives, maintaining established quality standards.
• Active participation in continuous improvement initiatives aimed at optimizing the customer experience.

• Customer orientation.
• Empathy and active listening skills.
• Effective communication.
• Problem-solving.
• Proactivity and initiative.
• Flexibility and adaptability to change.
• Teamwork.
• Continuous learning capability
• Attention to detail and quality orientation.