What are the responsibilities and job description for the Customer Service Representative - Saudi National position at The Cigna Group?
About Cigna Healthcare
Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well being, and peace of mind of those we serve.
Cigna Saudi Arabia, a branch of Cigna Worldwide Insurance Company, and the first foreign company license by Insurance Authority in KSA, is committed to delivering best-in-class health solutions aligned with Vision 2030.
You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.
We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.
About the Role
This role exists to ensure customers and partners receive timely, accurate, and clear support related to health insurance policies and services. You operate in a fast-paced, evolving call center environment where priorities can shift, and your ability to follow through and resolve inquiries end-to-end directly impacts customer confidence and satisfaction.
What You’ll Do :
- Provide clear, accurate responses to simple and complex inquiries across calls, emails, and written requests, improving understanding of eligibility, benefits, claims status, cards, certificates, and digital tools.
- Resolve customer, client, and broker issues by researching policy information and interpreting provisions to deliver effective solutions.
- Independently manage routine to moderately complex inquiries, grievances, complaints, and appeals through to resolution.
- Ensure requests and documentation are routed correctly for final processing, supporting timely outcomes.
- Maintain consistent follow-up and ownership in a high-volume environment with competing priorities.
- Contribute to a positive customer experience by communicating clearly and professionally in both Arabic and English.
- Adapt to changing workflows, shift schedules, and time-sensitive work while maintaining accuracy and service quality.
What You’ll Bring :
- Bachelor’s degree or equivalent.
- Minimum of 1 year of customer service experience focused on analyzing and resolving customer problems.
- Experience working in a call center environment.
- Experience in the healthcare insurance industry is required; candidates from financial or banking sectors are welcome.
- Fluency in spoken and written Arabic and English.
- Ability to work rotating 24x7 shifts, five days per week, including split shifts and public holidays.
Skills :
Soft Skills
- Clear and empathetic communication.
- Strong organization and time management.
- Ability to work independently while contributing positively to a team.
- Persistence and follow-through in resolving issues.
- Comfort managing change, ambiguity, and time-sensitive requests.
Technical / Functional Skills
- Ability to interpret insurance policy provisions accurately.
- Intermediate proficiency in Microsoft Office applications.
- Strong multitasking ability in a computer-based environment.
- Confidence handling high call volumes with attention to detail.
Nice to Have
- Strong understanding of medical terminology.
Why Join Us
- Competitive salary aligned with the market.
- Multicultural and hybrid working environment.
- Private Medical Insurance.
- Employee Wellbeing Benefits.
- Educational Development Program supporting continuous learning and growth.
Conditions :
Work in 24 x 7 rotation shifts.
5 days a week.
In split shifts (some hours in the morning and remaining hours in the afternoon or evening)
During public holidays
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.