Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE The Cigna Group About The Opportunity The Cigna Group is a global health service organization dedicated to improving the health, well-being and peace of mind of the people we serve. We deliver comprehensive healthcare products and services alongside group disability, life and accident insurance, and international coverage to individuals, employers and intermediaries worldwide. We're expanding our customer service operations in Nairobi and seeking a Customer Service Representative to join our Global Service Centre. In this permanent role, you'll support clients from across the globe, handling their inquiries and concerns with professionalism and expertise. Your Key Responsibilities You'll serve as the primary point of contact for designated client accounts and contracts, ensuring timely, accurate and comprehensive responses to all inquiries. Your day-to-day work will include managing phone calls and email communications to address questions ranging from simple to complex, including eligibility verification, card status, policy navigation, benefit clarification, insurance certificate issuance and claims tracking. You'll receive and process requests regarding insurance policies and claims submitted by mail, telephone or in person from policyholders, clients, brokers and other stakeholders. Through thorough research and careful interpretation of policy provisions, you'll identify the most effective solutions and responses. You'll independently handle inquiries, grievances, complaints and appeals of routine to moderate complexity, escalating more challenging issues when necessary. You'll also manage the distribution of claim forms and supporting documentation to appropriate departments for final processing. What We're Looking For You'll hold a diploma or bachelor's degree and demonstrate exceptional English communication skills, both written and oral. You bring at least one year of customer service experience with a proven track record of analyzing and resolving customer problems—call center experience is highly valued. You're organized, manage your time effectively and thrive in high-volume, fast-paced environments. You work independently with confidence while remaining a collaborative team member. You're proficient with Microsoft Office applications and capable of multitasking seamlessly on a computer. Your interpersonal skills are strong, and you understand how to interpret policy information clearly to customers. Knowledge of medical terminology is a plus. Work Conditions This role operates on a 24/7 rotation shift basis, five days per week, including split shifts (morning and afternoon or evening hours) and public holidays. Equal Opportunity Commitment The Cigna Group provides equal employment opportunities to all qualified applicants regardless of race, color, age, disability, sex, pregnancy and related medical conditions including lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, public assistance status, citizenship or any other protected characteristic under applicable law. For reasonable accommodation requests during the application process, contact SeeYourselfEMEA@cigna.com for assistance.