Customer Service Supervisor

Cigna Healthcare is Hiring a Customer Service Supervisor in Nairobi

Looking for career opportunities in Nairobi’s customer service sector? Cigna Healthcare is currently hiring a Customer Service Supervisor to lead its dynamic service team based in Nairobi, Kenya. This is a unique chance to work with a global health services company committed to improving lives and empowering communities.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is a global leader in health services with a mission to enhance the well-being and security of millions around the world. Headquartered in the U.S., Cigna serves over 180 million customers and patients globally, delivering personalized and integrated health care solutions. The company focuses on whole person health by addressing not just physical health, but also mental resilience and emotional well-being.

Job Overview: Customer Service Supervisor

This role is perfect for individuals passionate about people management, performance excellence, and customer-centric service delivery. The Customer Service Supervisor job opportunity in Nairobi involves overseeing a team of Customer Service Representatives, ensuring productivity, compliance with service standards, and employee engagement.

Key Responsibilities

• Supervise day-to-day operations of the customer service team, ensuring KPIs are met or exceeded.
• Coach, mentor, and support team members to promote high-quality service and personal development.
• Monitor and manage customer interactions and performance metrics to ensure satisfaction and process improvement.
• Resolve escalated customer complaints and issues in a timely and professional manner.
• Participate in the recruitment, onboarding, and training of new customer service staff.
• Maintain a culture of continuous improvement, innovation, and proactive problem-solving.
• Ensure adherence to Cigna’s global standards in customer experience and data privacy regulations.
• Work closely with the Communication Management Team to implement company strategies and operational plans.
• Represent Cigna during internal meetings, stakeholder interactions, and client visits as needed.

Required Skills and Experience

• Minimum of 3 years of experience at Cigna or 2 years in a similar leadership role elsewhere.
• Strong background in customer service, complaint resolution, and process improvement.
• Experience in team coaching, performance management, and conflict resolution.
• Excellent communication and interpersonal skills.
• Proficiency in Windows tools such as Excel, PowerPoint, and general office applications.
• Proven ability to foster a positive and inclusive team environment.
• Action-oriented, with a passion for delivering results and driving innovation.
• Strong organizational, planning, and prioritization skills.
• Ability to manage stress and support team members in a high-paced work environment.

Preferred Attributes

• Growth mindset with openness to change and improvement initiatives.
• Empathetic leadership style that promotes trust and collaboration.
• Willingness to represent Cigna externally when required.

Why Choose a Career at Cigna?

If you’re searching for customer service jobs in Nairobi with a company that truly values its employees, Cigna Healthcare is the right place. With a strong commitment to employee growth and well-being, Cigna offers a supportive and inclusive work environment where your efforts make a difference.

As part of the Cigna team, you’ll have access to professional development opportunities, the latest tools and technologies, and a global support network. Whether you’re advancing your career or looking to take on new challenges in a supervisory role, this is your chance to make meaningful impact in the health service sector.

Equal Opportunity Employer

Cigna Healthcare is an equal opportunity employer. All qualified applicants will be considered regardless of race, color, religion, gender, national origin, age, disability, sexual orientation, or any other legally protected status. Reasonable accommodations are available upon request throughout the recruitment process.

How to Apply

Interested candidates are encouraged to apply now and take the next step in advancing their customer service career in Kenya. Join Cigna in creating better health outcomes and driving innovation across the healthcare landscape.

Apply today and be part of a company that’s driving growth and improving lives.

For additional support, email: [email protected]

Job Reference: 25006335
Location: Nairobi, Nairobi Municipality, Kenya
Category: Customer Service & Claims
Date Posted: 05/26/2025

For more information on job opportunities at Cigna or to explore other Cigna Kenya careers, visit the official career portal at www.cigna.com.