Summary
Date Posted: Thursday, October 13, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Your role includes:
• Knowledge reference and Escalation contact point
• Working on Emails/Calls based on the workplan assigned by the Sv’s.
• Assists the team with difficult Calls/Emails (escalations) and ( complaint cases) Calls/Emails
• Being a point of contact and actively support the team by addressing their questions and guide them on the ways to work on cases for any contracts
• Prepare case summary and propose correct process for any escalated cases
• Being a good reference and great example for the new hires/Junior team members for both call and email process.
• Act as the Single of Point for a dedicated contracts ,at the same time able to handle and guide the team for all the contracts.

Training /Mentorship
• Support Trainer /SME with new hires training / refresher trainings
• Active participation in training verification queues, shadowing sessions for calls and mentorships
• Proactively communicate improvement areas for the new /junior CSR to Supervisors while working on verification queue.

Ownership and expectation
• As Senior CSRs you lead by example in both quality and productivity.
• Taking ownership of any escalated cases and providing updates to the Supervisors or Senior Supervisors on any issues
• Respond within the time commitment given to enquiries and escalations, with first contact resolution.
• Manage customer interactions mainly calls and emails through the development of high quality interpersonal skills and customer centricity
• Taking ownership of solving any customer issues by working closely with other internal/external departments.
• Identify potential process improvements and make recommendations.
• Proactively address and/or escalate any risks
• Go above and beyond to deliver great customer experience and lead by an example

Your Profile
• Strong performance track record
• Able to work on dedicated evening shift from 3pm till 1am local time including weekends based on shift rotation
• International mind-set, with holistic and able to work remotely with peers across locations
• 2 years of Cigna experience
• Good communication skills, and knowledge of Window tools, e.g. Excel, PowerPoint,
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
• Action-orientated problem-solving attitude
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Accountability – assume ownership for achieving personal results and collective team goals

Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 24

Job application procedure
• Interested and qualified? Click here to apply

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