APAC Japanese CSR

Purpose of the job/key objective
To provide high levels customer service to international or domestic clients, recognizing that service is the primary differentiator for CIGNA in provision of healthcare coverage to high end customers (expatriate employees, local executives, etc).

Main duties/Responsibilities
 Answer the calls from the customers or providers, respond accurately within the time commitment given to enquiries regarding plan design, eligibility, claims status, complaints, appointment services and perform necessary actions as required, with first call resolution where possible.
 Reply emails from the customers or providers and ensure the inquiry emails are replied within required time scales, highlighting when this is not achievable.
 Provide GOP (Guarantee of Payment) and COC (Certificate of Coverage) as required when it is necessary.
 Interface effectively with internal and external customers to resolve customer issues.
 Actively support all team members and provide resource to enable all operational goals to be achieved.
 Meet or exceed Service level agreement requirements, team KPI and monthly audit
 Assist manager to handle complaints or escalated cases as necessary by taking actions to provide high level service according to their needs and strive to exceed their expectation.
 Work on projects or reports assigned by manager

Scope and Dimensions
 Report to Line Management
 Responsible for all calls, emails and complaints regarding insurance members.

Experience and Skills Required
 3+ years’ experience in Customer service, Medical or Insurance industry.
 Japanese and English fluent – spoken, written, reading
 Fast learning skills, strong adaptability
 Sense of team work and customer service
 Solid knowledge of basic Microsoft applications to include Word, Excel and MS
 Outlook. PowerPoint is desirable but not required.

Onsite interview

中国上海浦东新区3rd Floor, Building 12 of Lujiazui Software Park No.130, Lane 91, EShan Road 地图

招聘负责人姓名：Liu Melissa