Job in Kenya
IOH Comms-Customer Service Representative
CountyNairobiCityNairobiContractFull TimePosted2026-08-22Close dateNot specifiedExperience1 yearSourceJobWeb Kenya
customer service representativecall centeremail supportnairobicignafull timeinsurancemedical reportsclient communicationhybrid teamcall_centerinternship
AI summary
Cigna is hiring a Customer Service Representative in Nairobi to manage client communication across email, phone, and letter. The role involves handling calls and emails simultaneously, reviewing medical reports, verifying reimbursement documents, logging interactions, and meeting KPIs such as ASA, TAT, and NPS. Candidates need a bachelor's degree or equivalent experience, at least one year of customer service or call handling experience, strong English communication, and good computer skills.
- Hybrid customer service role handling calls and emails simultaneously
- Requires at least one year of customer service or call handling experience
- Bachelor's degree or equivalent experience required
- English primary language; foreign language is an added advantage
- Involves reviewing medical reports and verifying reimbursement documents
- Focus on meeting KPIs such as ASA, TAT, and NPS
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required1+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, financeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest IOH Comms-Customer Service Representative evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Cigna and the role in Nairobi.
- Add concrete examples related to call_center, internship, finance, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobWeb Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobWeb Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this IOH Comms-Customer Service Representative role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Cigna before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Main
Responsibilities
- You are responsible for client communication for designated account relationships and contracts. This includes responding to clients in a timely manner, providing complete and accurate information in one go.
- KEY AREAS:
- Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
- As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
- Contribute to using the most efficient communication channels (phone, email, letter).
- Coordinate and ensure follow-ups for assigned contracts/clients.
- Answer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
- Follow up on personal queue for cases where replies have been received.
- Take ownership of assigned emails and complete necessary actions before end of business.
- Monitor queues to ensure no calls are left unanswered or abandoned.
- Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
- Verify completeness of reimbursement documents before assigning cases to the Claims Team.
- Maintain accurate records and filing.
- Proactively optimize workflows to achieve set targets.
- Translate communications, medical reports, or other documents if needed.
- Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
- Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.
- Relations to other positions
- Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
- Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
- Contribute to maintaining a cooperative and friendly working environment.
- Inform Supervisors and Senior Supervisors of problems and inefficiencies.
- Required skills and qualifications
Education
- Bachelor’s degree or equivalent experience.
- Minimum one year of
Experience
- in a related field (Customer Service – handling calls)
- .
- Specific Knowledge:
- Primary language will be English, Foreign language will be added advantage
- Soft Skills:
- Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
- Excellent communication skills.
- Accuracy: Works precisely when providing information via email.
- Discipline: Adheres to procedures, agreements, and document flows.
- Efficiency: Balances quality and quantity effectively.
- Team player: Works well in a team and provides constructive feedback.
- Computer proficiency: Quickly learns and uses office applications.
- Discretion: Handles confidential (medical) information responsibly.
Source and provenanceSource: JobWeb Kenya. Last checked: 2026-08-25.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.