Job Description

We are looking for experienced Customer Service Representatives to join our expanding GIH team based in our office in Kuala Lumpur, Malaysia. Working within a busy team, the successful individual will contribute to providing the highest possible level of service to all our customers thereby assisting in retaining existing business.

This is a permanent position working 40 hours per week, 5 days including weekends and Public Holidays (Malaysia). Working hours would be between 5am – 2pm and 6am-3pm during dayshift hours. After dayshift hours will be 6am-3pm and 7am-4pm scheduled on rotation basis (9 hours per day, including 1 hour break).

Main Duties / Responsibilities

• Receives requests by mail, telephone, live chat or in person regarding insurance claims/policies.
• Responds to inquiries from policy holders, brokers, providers and/or others for information and assistance.
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• Mails or routes claim forms and supporting documentation to various units for final processing.
• Position requires excellent interpersonal skills, ability to understand and interpret policy provisions.
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• May seek assistance with complex customer services issues.

Skills/ Experience Required

• Minimum 2 years experience in a contact centre environment.
• The ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this role.
• Must possess excellent attention to detail, with a high level of accuracy.
• Strong interpersonal skills with good verbal and written communication to internal and external clients.
• Excellent IT skills
• Strong customer focus with ability to identify and solve problems.
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Ability to organise, prioritise and manage workflow to meet individual and team requirementsAbility to quickly identify customer needs and exercise judgment in a professional

About The Cigna Group