Customer Service Representative (Health Insurance)

Location: Kuala Lumpur, Malaysia

Company

Cigna Healthcare, a division of hirify.global, supports customers in navigating the healthcare system and making informed decisions about their health and benefits.

What you will do

• Handle email and telephone requests about insurance claims, policies, and health benefits.
• Respond to policyholders, clients, brokers, and other stakeholders while aiming for first-contact resolution.
• Provide accurate advice in line with customer benefits, policy terms, conditions, procedures, and regulations.
• Resolve routine to moderately complex enquiries, grievances, complaints, and appeals within agreed timelines.
• Coordinate with internal departments and external service partners to support customer outcomes.
• Support team members, assist with escalations, and contribute to operational goals.

Requirements

• Previous customer service experience is essential.
• Fluent written and spoken English.
• Strong customer focus, decision-making, judgment, and independent problem-solving skills.
• Clear verbal and written communication, strong interpersonal skills, attention to detail, and accuracy.
• Proactive, process-oriented approach with the ability to maintain customer satisfaction and meet turnaround times.
• Ability to support the Team Manager and senior team members with escalations.

Nice to have

• Experience in health insurance or a call centre environment.

Culture & Benefits

• Full-time role supporting global members with employer health insurance.
• Opportunity to contribute to improving customer health and vitality through better healthcare guidance.