Customer Service Representative – Portuguese at Cigna

What are your main responsibilities?

• You are responsible for the client communication for designated account relationships and Contracts.
• You are required to response to the client on timely manner providing full and accurate information in one go.

Main Duties / Responsibilities for Customer Service Representative

• Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
• Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
• 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.
• 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.

Qualifications for rvice Representative roleCustomer Se

• Must have a diploma or bachelor’s degree certificate
• Excellent English written and oral communication skills
• Portuguese written and oral skill is a must
• Exceptional organizational and time-management focus
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
• Ability to perform in a high volume, fast paced call center environment
• Proven ability to work independently as well as a productive member of a team
• Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
• Knowledge of medical terminology a plus

Conditions/requirements

• Work in 24 x 7 rotation shifts.
• 5 days a week.
• In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays

Career Advice for Customer Service Representative

As a Customer Service Representative (CSR), your role is vital in shaping customer perceptions and maintaining brand loyalty. With evolving consumer expectations and the rise of digital platforms, CSRs must be more agile, tech-savvy, and emotionally intelligent than ever before. In Kenya, the average monthly salary for a CSR ranges between KES 35,000 to KES 80,000, depending on the industry and experience.

Here are five actionable tips to help you grow in this profession:

1. Master Digital Communication Tools
With many companies shifting to omnichannel support (chat, email, social media, and phone), familiarity with CRM platforms like Zendesk, Freshdesk, or HubSpot is a huge asset. Being tech-savvy improves your efficiency and opens doors to hybrid or remote roles.

2. Develop Emotional Intelligence (EQ)
Customers often reach out when they’re frustrated or confused. The ability to stay calm, show empathy, and handle conflict professionally is crucial. Practice active listening, avoid assumptions, and use positive language to de-escalate tense situations.

3. Sharpen Problem-Solving Skills
CSRs who can resolve issues independently, offer smart alternatives, and follow up proactively are more likely to be promoted to supervisory roles. Focus on understanding your product/service deeply so you can provide effective and confident support.

4. Seek Feedback and Learn from It
Regularly ask for feedback from supervisors and track key performance metrics (like CSAT or First Contact Resolution). Use these insights to identify improvement areas and document achievements for your next career move.

5. Consider Specialization or Upskilling
Explore niches like technical support, B2B account management, or quality assurance. Short courses in customer experience (CX), communication, or conflict resolution can enhance your profile.

A proactive, customer-focused mindset, paired with ongoing learning, will help you thrive and stand out in the competitive customer service field.