IOH Customer Service Supervisor (KL) - Cigna Healthcare

Location: Kuala Lumpur, Malaysia

Company

Cigna Healthcare, a division of hirify.global, helps customers navigate the healthcare system and make informed decisions about their health and wellbeing.

What you will do

• Lead a team of Customer Service Representatives based in Nairobi, Kenya.
• Manage daily operations, including call inflow, inventory levels, work planning, staffing, and capacity optimization.
• Track and improve productivity, quality, turnaround time, first-time resolution, and customer satisfaction KPIs.
• Coach and develop employees through regular one-to-ones, performance reviews, training, and recognition.
• Act as an escalation point for service issues and customer complaints.
• Build stakeholder relationships, participate in client interactions and audits, and support change initiatives.

Requirements

• At least 2 years of supervisory or leadership experience in a contact center or back-office environment.
• Demonstrated success achieving KPIs in customer service or operations.
• Strong coaching, communication, people-management, analytical, organizational, and problem-solving skills.
• Proficiency in Excel, Outlook, Word, and PowerPoint.
• Ability to work effectively with international teams across locations.

Nice to have

• Customer-centric mindset with strong attention to quality and compliance.
• Ownership, sound judgment, resilience, and confidence handling escalations.
• Data-driven approach to continuous improvement and a positive attitude toward change.

Culture & Benefits

• Full-time role focused on operational excellence and customer experience.
• Support for employee growth and internal career development where possible.
• Inclusive, performance-driven environment emphasizing engagement, wellbeing, recognition, and continuous development.