Description
Responsible for providing outstanding customer service by leading and motivating a team of Operations Professionals and developing programs to increase customer satisfaction. Delegate tasks to team leaders to ensure the smooth running of the department, analyse and interpret data relating to customer service effectiveness, manage and maintain long-lasting relationships with customers and clients. Areas of responsibility will include the Call Centre, Content (data) Centre, Customer Complaints and Quality Assurance.
Duties & Responsibilities:
Direct and manage all the customer service activities
Direct, manage and monitor the overall performance of the customer services team, ensuring customer service needs are met by coordinating and adjusting call volumes in a timely manner
Effective liaison, support and assistance between customer services department and rest of the organisation
Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
Development of plans for customer services activities to include customer management to achieve satisfaction targets
Support to all other departments with customer service and related issues
Recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
Delegate authority and responsibility to team with supervision, accountability and review
Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
Interact and co-operate with all members of the organisation, its suppliers and clients/customers
Would be required to take calls, if the abandon rate is high, due to high call flow
Qualifications & Experience
Bachelor’s degree preferred
5 years-experience in the health insurance industry within Customer Service/Customer Care
Proven people management/leadership experience required
Ability to forecast call arrival, build staffing and scheduling
Excellent verbal and written communication skills as well as listening and conflict resolution skills
Ability to perform in a high volume, fast paced call center environment
Knowledge of Medical Terminology a PLUS
Independently responds to inquiries, grievances, complaints or appeals ranging from routine to severe complexity
Proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
Written and spoken Arabic is a MUST
Ability to provide clear direction to team members, using sound judgment and know when to involve management in the decision-making process
Flexibility to support shift coverage as required
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
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