From the employer's hiring system · Verified employer
Customer Service Representative
Cigna Healthcare
Job at a glance
- Employer
- Cigna Healthcare
- Position
- Customer Service Representative
- Location
- Nairobi, Kenya
- Possible duty stations
- Westland, Nairobi
- Job type
- Full-time
- Contract
- Permanent
- Experience
- Previous customer service experience desired
- Education
- Bachelor's degree or Diploma
- Salary
- Not stated in the advert
- Application deadline
- 4 November 2026
- Posted on VacancyKE
- 30 October 2026
VacancyKE summary
Cigna Healthcare is hiring Customer Service Representatives in Nairobi to support global clients. You will manage customer queries via phone and email while adhering to strict data privacy standards.
What stands out about this opportunity
- Global service centre supporting international clients
- Hybrid work model after initial training period
- Full training and resources provided by Cigna
Key responsibilities
- Manage daily customer queries via telephone and email
- Take full ownership of cases through to resolution
- Keep comprehensive records of interactions in the CRM tool
- Process medical reports and confidential information per GDPR guidelines
- Liaise with claims analysts, medical advisers, and finance teams
- Communicate in foreign languages or translate documents if proficient
Who should apply?
This role suits candidates with a diploma or degree and prior customer service experience who can handle rotational shifts and confidential medical data.
Key requirements
- Bachelor's degree or Diploma
- 45 hours/week commitment
- Rotational shift availability
- Confidentiality and discretion
- MS Office proficiency
Nice to have
- Active knowledge of other languages
- Exposure to global or international client environments
What you should know
- Commitment to 45 hours/week required
- Rotational shifts covering 24 hours/day, 7 days/week
- Weekend rotation availability required
- Office-based in Westland, Nairobi for initial 2-3 months training
- Hybrid working after competency: minimum 2 days in office, rest WFH
How to apply
Official source: From the employer's hiring system · cigna.wd5.myworkdayjobs.com. VacancyKE never charges job seekers.
Original employer advertisement
Published by Cigna Healthcare on cigna.wd5.myworkdayjobs.com. Shown for reference; the employer’s version is the official one.
The employer’s advert
Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance and international insurance – directly to individuals through employers and intermediaries.
Cigna’s mission is to improve the health, well-being and peace of mind of those we serve.
Excited to grow your career?
Our people make all the difference in our success.
We are growing our Customer Service presence in Nairobi and we have a number of exciting permanent opportunities to join Cigna as a Customer Service Representative where you will be part of our Global Service Centre supporting clients from across the globe.
Cigna will provide all the training and resources to successfully perform in the role. You will from time to time be required to work both from the office and at home.
Applicants should:
• Be able to commit to 45 hours/week.
• Be available to work rotational shifts covering 24 hours per day, 7 days per week.
• Be available to support on weekend rotations.
• Be able to work from Cigna's Office in Nairobi Westland, Kenya full time initially for 2-3 months until your reach competency level, following this we have a flexible in office approach with 2 days in office as a min expectation and the remainder WFH.
Cigna’s Customer Service Team:
Our customer service team manages customer-queries through different communication channels (mainly email and phone) providing timely resolutions and pleasant customer experiences.
The Role & Responsibilities:
We are currently looking for a customer service representative (CSR) to join our young and dynamic team. The responsibilities of the role include (but are not limited to):
• Managing day to day queries via Telephone and Email from Cigna’s customers whilst putting the service experience at the center of all activities.
• Adhering to the productivity and quality standards set by the management team.
• Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer in the know regarding the progress of their query.
• Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
• Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
• Obtaining & maintaining expert knowledge about all relevant tools, processes and documentations, but seeking advice from supervisors and higher management when needed.
• Liaising with other departments where required for the resolution of a query (claims analysts, medical advisers, finance department etc.).
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents).
What we are looking for:
Education & Work experience:
• Bachelor or Diploma is required.
• Previous Customer Service Experience desired (ideally Insurance, Healthcare, Banking or similar) .
• Good knowledge of MS Office and ability to learn new software applications quickly.
• A good and active knowledge of other languages is a plus.
• Exposure to global or international client environments is considered a strong advantage.
Other skills and characteristics of a successful candidate:
• Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity.
• Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customers in distress is highly desirable.
• Accuracy: High attention to details and a desire to work faultlessly.
• Efficiency: Ability to work quickly through customer requests to maintain high quality standards.
• Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
• Discreet: works discreetly with confidential (medical) information.
• Resilience: High resilience to work under pressure & the ability to multi-task
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 resume as you will not receive a response.
Cigna’s mission is to improve the health, well-being and peace of mind of those we serve.
Excited to grow your career?
Our people make all the difference in our success.
We are growing our Customer Service presence in Nairobi and we have a number of exciting permanent opportunities to join Cigna as a Customer Service Representative where you will be part of our Global Service Centre supporting clients from across the globe.
Cigna will provide all the training and resources to successfully perform in the role. You will from time to time be required to work both from the office and at home.
Applicants should:
• Be able to commit to 45 hours/week.
• Be available to work rotational shifts covering 24 hours per day, 7 days per week.
• Be available to support on weekend rotations.
• Be able to work from Cigna's Office in Nairobi Westland, Kenya full time initially for 2-3 months until your reach competency level, following this we have a flexible in office approach with 2 days in office as a min expectation and the remainder WFH.
Cigna’s Customer Service Team:
Our customer service team manages customer-queries through different communication channels (mainly email and phone) providing timely resolutions and pleasant customer experiences.
The Role & Responsibilities:
We are currently looking for a customer service representative (CSR) to join our young and dynamic team. The responsibilities of the role include (but are not limited to):
• Managing day to day queries via Telephone and Email from Cigna’s customers whilst putting the service experience at the center of all activities.
• Adhering to the productivity and quality standards set by the management team.
• Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer in the know regarding the progress of their query.
• Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
• Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
• Obtaining & maintaining expert knowledge about all relevant tools, processes and documentations, but seeking advice from supervisors and higher management when needed.
• Liaising with other departments where required for the resolution of a query (claims analysts, medical advisers, finance department etc.).
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents).
What we are looking for:
Education & Work experience:
• Bachelor or Diploma is required.
• Previous Customer Service Experience desired (ideally Insurance, Healthcare, Banking or similar) .
• Good knowledge of MS Office and ability to learn new software applications quickly.
• A good and active knowledge of other languages is a plus.
• Exposure to global or international client environments is considered a strong advantage.
Other skills and characteristics of a successful candidate:
• Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity.
• Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customers in distress is highly desirable.
• Accuracy: High attention to details and a desire to work faultlessly.
• Efficiency: Ability to work quickly through customer requests to maintain high quality standards.
• Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team.
• Discreet: works discreetly with confidential (medical) information.
• Resilience: High resilience to work under pressure & the ability to multi-task
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 resume as you will not receive a response.