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The purpose of the Customer Care Consultant is:
To provide excellent and efficient telephone-based and administrative service to Cigna customers. This includes providing a high quality of service to all customers in order to maximize individual and team service results and to meet agreed KPI’s and objectives. It also includes achieving a high level of customer satisfaction from every customer contact.
The role is responsible for maintaining and enhancing the quality and efficiency of the service we provide our customers, including increasing single point resolution/one-and-done rates.
In achieving the associated SLAs and KPIs, Cigna’s competitive position in the market place and reputation is enhanced, contributing to profitable growth.
Critical Tasks and Expected Contributions / Results:
First point of contact for inbound calls, ensuring that clear, concise and courteous advice is provided at all times, while optimising every opportunity with the customer to identify and fulfill their service needs.
To meet and exceed call quality targets, guidelines and KPI’s. It is essential that every call is conducted at the highest standard. To take ownership of customer problems and ensure that they are resolved to the delight of the customer.
To meet and exceed sales conversion targets while at all times maintaining call quality.
To meet daily call productivity, but not at the expense of call quality and conversion rates.
To maintain a good attitude and effective work behavior in the face of setbacks or pressure within a sales and service environment. To stay optimistic about all the products that are sold and to maintain a high ethical standard, both personally and professionally.
To ensure that data entry is recorded in an accurate and timely manner. This will ensure that the appropriate information regarding customer’s accounts is forwarded to the various departments allowing all changes to be made correctly.
Ensure all during-call and post-call administration is completed in a timely and accurate manner to ensure customer satisfaction.
To embrace Cigna’s growth and conservation initiatives by actively pursuing opportunities at appropriate touch points such as cancellation requests with consideration of the options, including cross sell and down sell, in line with Cigna’s “sales through service” and results driven culture, while always maintaining quality standards.
To develop and maintain an in-depth understanding of all products, services, promotions and campaigns. This may include proactively being involved in new product offerings to provide input and ideas from the customer service perspective when applicable.
Customer complaints are actively managed by taking ownership of the issue and resolving where possible at the first point of contact. Where resolution cannot be gained, to investigate further, register with your Team Leader and the Customer Resolution Manager.
To be actively involved in the team environment and proactively suggest improvements and input into reviews of services or processes as required.
To participate in relevant project work as and when required by the Service Centre Managers and your Team Leader.
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?