Cigna Is Hiring a Customer Service Representative in Nairobi

Cigna Healthcare, a division of The Cigna Group and a global leader in health services, is looking for a motivated and empathetic Customer Service Representative (CSR) to join its Global Health Business Team in Nairobi, Kenya. This full-time role offers a dynamic, inclusive work environment with rotational shifts and attractive benefits.

About Cigna – Global Careers in Health and Well-being

Cigna Healthcare provides group health insurance and care solutions to multinational organizations and their employees. The company goes beyond claims management by focusing on long-term customer relationships and personalized care. With a culture that supports employee well-being, work-life balance, and global career growth, Cigna is a top employer for those who want to make a positive impact in the healthcare space.

Job Summary – Customer Service Representative Role

The Customer Service Representative (CSR) will be part of a high-performing team handling international customer queries via email and phone. The ideal candidate is compassionate, efficient, and solution-oriented, with a strong commitment to delivering excellent service experiences.

Key Responsibilities

• Handle day-to-day inquiries from customers, ensuring timely and empathetic resolutions.
• Take ownership of customer cases and maintain clear follow-ups to keep clients informed.
• Log and update customer interactions in the CRM system accurately.
• Process confidential documents, including medical reports, while complying with data privacy laws (especially GDPR).
• Collaborate with internal departments such as claims, finance, and medical advisors to resolve queries.
• Utilize multilingual abilities, if applicable, to support customers and translate documents when necessary.

Minimum Requirements

• Bachelor’s Degree or Diploma in a business-related field.
• Previous experience in customer service (call center experience is a plus).
• Proficiency in Microsoft Office and quick adaptability to new software tools.
• Multilingual abilities are an added advantage.

Skills and Attributes

• Strong decision-making and problem-solving skills.
• Excellent verbal and written communication abilities.
• High attention to detail and accuracy.
• Ability to manage multiple tasks under pressure.
• Team-oriented with a collaborative mindset in an international work environment.
• Discretion in handling confidential health information.

Working Hours and Expectations

Candidates must be able to:

• Commit to a 45-hour workweek on a rotating shift schedule (24/7 coverage).
• Support weekend shifts when scheduled.
• Attend a 6-week onboarding and induction training in-office from the start date.

What Cigna Offers

• A meaningful role in an internationally growing healthcare company.
• Supportive and inclusive company culture.
• Attractive salary package with additional benefits.
• Opportunities for personal and professional growth in a global team.

Diversity and Inclusion

Cigna is an equal opportunity employer. Applicants are considered without regard to race, gender, disability, age, nationality, religion, veteran status, or any other protected characteristic. The company is committed to a fair and inclusive workplace.

Need assistance? If you require a reasonable accommodation to complete your application, contact SeeYourselfEMEA@cigna.com. Please note this email is for accommodation support only, not for job application updates.

Find More Job Opportunities in Nairobi – Careers at Cigna

Explore other open positions at Cigna and discover how you can contribute to global health solutions. Whether you’re looking to launch your career or take the next step, visit Cigna Careers for more opportunities.