Customer Service Representative - Contact Center

• Customer focused with ability to identify and solve problems.
• Customer centric mind-set.
• Exceptional interpersonal skills with good verbal and written communication.
• Ability to organise, prioritise and manage workload to meet individual and team targets.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Contribute to maintaining a co-operative and friendly working environment.
• Must possess excellent attention to detail, with a high level of accuracy with proactive approach.
• Capable of balancing various tasks at once while achieving deadlines.
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Tech Savy and ability to navigate different systems independently.

What skills do you need?

• Advance or bilingual knowledge of English, French and Spanish is a must (C1/C2)
• Advance knowledge of any other language is a plus.
• Familiarity with CRM systems and practices a plus.

Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multilingual customer service representative where you can support customers from across the globe.

Cigna is a leading provider of group healthcare and wellbeing programmes for employees of multinational organisations. In this position, you will be responsible for the contract administration and client communication for designated client relationships in the Contact Center.

In this role, you'll be able to impact the lives of the people reaching out to us. With your strong knowledge of services, active listening skills, you assist them with any of their queries around their medical plan. Your human touch, listening skills and empathy give the help and reassurance to the customer.

• Communication management in day-to-day queries of our clients and insurers through different channels mainly telephone, but written communication as well (email, letter, fax)
• Documenting every interaction concisely and completely while following the internal procedures.
• Handling queries efficiently and resolving customer issues in aim to provide first time resolution.
• Maintain quality standards for every procedure according to internal directives.
• Following through on established procedures and guidelines to efficiently address customer inquiries.
• Handling medical issues, in collaboration with our medical consultants
• When needed, put your language skills at work to translate different documents.
• The work planning will be your guide to ensure priorities are correctly dealt with and we keep our service performance on track.
• Able to handle complaints and analyse them, identifying root causes that might lead to the improvement of customer satisfaction and forwarding them to the correct department.
• Your critical eye easily spots possible improvements, and you share them with your manager.

What we require:
• You are able to commit to 39 hour/week
• You are able to commit to 10 week induction training from initial start, Monday to Friday: 9:00 to 16:45 with the 2-3 first weeks full time at the office.
• You are available to work one of this shifts:
Monday to Friday: 16:15- 24:00

• Residence within the Madrid area

What's in it for you?
We recognize we wouldn't be where we are today without our employees, that's why we offer such excellent benefits designed to suit you as and when you need them: