Customer Service Representative (Japanese Speaker)

Location: Kuala Lumpur, Malaysia

Company

Cigna Healthcare, a division of hirify.global, provides global employer health insurance and supports customers in navigating the healthcare system.

What you will do

• Serve as the first telephone contact for global members with employer health insurance.
• Handle email and telephone inquiries from policyholders, clients, brokers, and other stakeholders regarding claims and policies.
• Resolve medical claims and member inquiries within agreed timelines while pursuing first-contact resolution.
• Provide accurate advice and information about health benefits in line with policy terms and conditions.
• Follow operating procedures and regulations, maintain required turnaround times, and handle grievances, complaints, and appeals of routine to moderate complexity.
• Collaborate with internal departments and external service partners, support escalations, and contribute to operational goals.

Requirements

• Previous customer service experience is essential.
• Fluent written and spoken Japanese and English required; non-native Japanese speakers are welcome.
• Strong customer focus with the ability to identify and resolve problems independently.
• Confident decision-making, sound judgment, attention to detail, and accuracy.
• Clear verbal and written communication and strong interpersonal skills.
• Proactive, process-oriented approach with the ability to support team managers and senior team members with escalations.

Nice to have

• Experience in health insurance or a call centre environment.

Culture & Benefits

• Full-time employment in a customer-focused operational environment.
• Opportunity to support global members and improve access to health insurance information.
• Collaboration with internal departments and external service partners across the business.