IOH Comms-Customer Service Representative at Cigna in Nairobi, Kenya

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    IOH Comms-Customer Service Representative

    CignaNairobi, Kenya

    Posted

    2 days ago

    Apply by

    4 Sept

    Full Time
    On Site
    Entry
    Banking, Insurance & Financial Services
    Customer Service & Support

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    Job Description

    This role is responsible for client communication for designated account relationships and contracts, responding to clients in a timely manner with complete and accurate information. The position involves managing day-to-day communication with clients and insurers through email, phone, and letter, with email and calls as primary channels. The role also includes handling customer interactions, coordinating follow-ups, and ensuring efficient communication workflows.

    Key Responsibilities

    • Respond to clients in a timely manner, providing complete and accurate information in one go.
    • Manage day-to-day communication with clients and insurers through various channels (Email, Phone, Letter), with Emails and Calls being primary.
    • Handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning.
    • Contribute to using the most efficient communication channels (phone, email, letter).
    • Coordinate and ensure follow-ups for assigned contracts/clients.
    • Answer client calls, provide necessary information, log the call in the system, and respond via email immediately.
    • Follow up on personal queue for cases where replies have been received.
    • Take ownership of assigned emails and complete necessary actions before end of business.
    • Monitor queues to ensure no calls are left unanswered or abandoned.
    • Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved.
    • Verify completeness of reimbursement documents before assigning cases to the Claims Team.
    • Maintain accurate records and filing.
    • Proactively optimize workflows to achieve set targets.
    • Translate communications, medical reports, or other documents if needed.
    • Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
    • Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.
    • Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
    • Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
    • Contribute to maintaining a cooperative and friendly working environment.
    • Inform Supervisors and Senior Supervisors of problems and inefficiencies.

    Required Qualifications

    • Bachelor's degree or equivalent experience.
    • Minimum one year of experience in a related field (Customer Service – handling calls).
    • Primary language will be English, Foreign language will be added advantage.
    • Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
    • Excellent communication skills.
    • Accuracy: Works precisely when providing information via email.
    • Discipline: Adheres to procedures, agreements, and document flows.
    • Efficiency: Balances quality and quantity effectively.
    • Team player: Works well in a team and provides constructive feedback.
    • Computer proficiency: Quickly learns and uses office applications.
    • Discretion: Handles confidential medical information responsibly.

    Job Details

    Job Function

    Customer Service & Support

    Minimum Experience

    1 years

    Education Level

    Bachelor’s Degree

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified candidates should apply via the Cigna careers page at cigna.wd5.myworkdayjobs.com.

    Master the Email-and-Call Balancing Act

    This role lives at the intersection of fast email replies and live phone handling, all while juggling medical reports and client expectations. Hiring managers will be watching how you prioritise under pressure and whether you can keep a clear written trail.

    1. Show your multitasking proof: On your CV, give a concrete example of handling simultaneous email and phone queues, like managing 30+ emails while taking 20 calls a day. Mention any tools you used (CRM, ticketing systems) and how you kept response times within target.

    2. Prepare for a live role-play: Expect a simulation where you must answer a call, log it, and draft an email response on the spot. Practice typing a clear, concise reply while maintaining a polite phone manner. Keep your tone warm but professional.

    3. Brush up on medical terminology: Since you'll review medical reports and letters of guarantee, know common terms like 'inpatient', 'outpatient', 'pre-existing condition'. You don't need clinical depth, but you must spot red flags that need escalation.

    4. Emphasise accuracy in writing: The posting stresses 'accuracy' and 'complete information in one go'. Bring a sample of a written response you've crafted (anonymised) that shows you can explain complex info clearly. Highlight any editing habits you use to avoid errors.

    5. Understand KPIs like ASA and TAT: Research what Average Speed of Answer and Turnaround Time mean in a contact centre context. Be ready to discuss how you'd track your own performance and what you'd do if you were missing targets.

    6. Show you can handle confidential data: Medical information is sensitive. Talk about how you've protected client data in past roles—like following data protection rules, not discussing cases outside work, and securing files. This builds trust.

    7. Prepare questions about workflow optimisation: The role asks you to 'proactively optimise workflows'. Think of one idea you'd suggest to reduce email backlog or improve call logging. It shows you're already thinking like a problem-solver.

    8. Practice your follow-up discipline: The job requires owning emails until resolution. Describe a time you chased a client or insurer for a response and how you kept the case moving without being pushy. That persistence is exactly what they want.

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    Tags

    customer service
    communication
    email
    phone
    medical reports