Customer Service Senior Representative

Cigna — Bengaluru, India

Do you have a passion for resolving concerns for customers? Do you want to be engaged in continually improving our customers’ journey to deliver a 5 star experience? Then we’re looking for you to join our global, dynamic team. As a Complaint Handlers, you will responsible for investigating complaints and using the insights gained from your analysis to drive improvements in our business. With an empathetic nature, you will take ownership of the customer’s concerns to ensure these are fully resolved in line with regulatory requirements. You will work collaboratively as a team as well as partner with our key stakeholders to share insights and suggest improvements. What you’ll do: Accurately log and acknowledge complaints within agreed timelines Take ownership of complaint investigations to identify the root cause Support your colleagues on complaints and other defined tasks to achieve internal and external targets Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively Support customers to make sure their concerns are addressed and resolved effectively Take shared accountability of volumes and turn-around times, working with colleagues to ensure complaints are acknowledged and addressed within regulatory timelines, highlighting any concerns to management immediately Build effective relations with internal departments to ensure all resources are utilised to the benefit of the customer and aid timely responses Carry out any ad-hoc tasks as required to meet the business needs Wha

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