Customer Service Lead

Description
Middle East Customer Service – Supervisor (Calls and Email Team)
CSR Supervisor will be responsible for handling escalation and complaint calls
He/She would need to partner with teams across for smooth working of the
customer service team
CSR Supervisor would be responsible for giving feedbacks to CSRs based on the
audit scores received from the audit teams
Ensures customer service needs are met by coordinating and adjusting call
volumes in a timely manner
Ensure emails are assigned to customer service representative on a daily basis
Report to manager with any escalations, people issue within the team.
Coordinates with other departments when outages occur, and calls must be
redirected.
Would review the team performance with the manager and advise on improvements
Would be required to take calls, if the abandon rate is high, due to high call
flow.
Qualifications
* Bachelor’s degree required
* Excellent English written and oral communication skills
* Arabic written and oral skills are a MUST
* People management and reporting skills
* Ability to forecast call arrival, build staffing and scheduling.
* Exceptional organizational and time-management focus
* Independently responds to inquiries, grievances, complaints or appeals ranging from routine to severe complexity.
* ‎1+ years of customer service experience managing people, reporting, analyzing and solving customer problems required; call center experience a PLUS
* Ability to perform in a high volume, fast paced call center environment
* Proven ability to work independently as well as a productive member of a team
* Proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
* Knowledge of Medical Terminology a PLUS
Conditions/Requirements:
* Work in ‎24 x ‎7 rotation shifts.
* ‎6 days a week.
* In split shifts (some hours in the morning and remaining hours in the afternoon or evening)
* During public holidays
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better
health through every stage of life. We guide our customers through the health
care system, empowering them with the information and insight they need to
make the best choices for improving their health and vitality. Join us in
driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age,
disability, sex, childbirth (including pregnancy) or related medical
conditions including but not limited to lactation, sexual orientation, gender
identity or expression, veteran or military status, religion, national origin,
ancestry, marital or familial status, genetic information, status with regard
to public assistance, citizenship status or any other characteristic protected
by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application
process, please email: [email protected] for support. Do not email
[email protected] for an update on your application or to provide your
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