Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE The Cigna Group ABOUT THE ROLE The Cigna Group is a leading global health services organization dedicated to improving the health, well-being and peace of mind of the people we serve. We deliver comprehensive healthcare products, group disability and life insurance, accident coverage and international insurance solutions to individuals, employers and intermediaries worldwide. We are expanding our customer service operations in Nairobi and seeking a Customer Service Representative to join our Global Service Centre. In this permanent position, you will support clients from around the world, handling a diverse range of inquiries with professionalism and efficiency. KEY RESPONSIBILITIES Your day-to-day work will include: • Managing client communications for designated account relationships and insurance contracts • Responding promptly to client inquiries with complete and accurate information on the first contact • Processing incoming calls and emails, addressing both straightforward and complex questions about eligibility, card status, policy benefits, insurance certificates, claims status and related matters • Receiving and responding to insurance claims and policy inquiries from policyholders, clients, brokers and other stakeholders via mail, telephone or in person • Conducting thorough research to support inquiry responses and interpreting policy provisions to determine appropriate solutions • Routing claim forms and documentation to relevant departments for processing • Independently handling inquiries, grievances, complaints and appeals of routine to moderate complexity • Escalating more complex customer service matters to appropriate team members when necessary WHAT WE'RE LOOKING FOR Required qualifications: • Diploma or bachelor's degree • Fluent written and spoken English with exceptional communication skills • Strong organizational abilities and time management discipline • Minimum one year of customer service experience with a track record of analyzing and resolving customer issues • Comfort working in a high-volume, fast-paced call center environment • Demonstrated ability to work independently and effectively within a team • Intermediate proficiency with Microsoft Office applications • Capacity to multitask efficiently in a computer-based work setting Nice to have: • Previous call center experience • Knowledge of medical terminology WORKING CONDITIONS This is a full-time position working five days per week on rotating 24/7 shift patterns. Schedule includes split shifts with hours distributed between morning, afternoon and evening slots, plus public holiday coverage. EQUAL OPPORTUNITY COMMITMENT The Cigna Group provides equal employment opportunities to all qualified candidates regardless of race, color, age, disability, sex, pregnancy or related medical conditions, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, public assistance status, citizenship status or any other legally protected characteristic. If you require reasonable accommodation during the application process, contact SeeYourselfEMEA@cigna.com for assistance. Please note this email address handles accommodation requests only and cannot provide application status updates.