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Customer Service Supervisor - Cigna HealthcareThe Cigna Group · Kuala Lumpur, M14, Malaysia
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The Cigna Group

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Customer Service Supervisor - Cigna Healthcare

🗓️ Posted 2026-09-18 Kuala Lumpur, M14, Malaysia Permanent Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market RM5,000–RM8,000/mo

About the Company

Position Customer Service Supervisor Reporting To Operations Manager Job Purpose The Customer Service Supervisor is responsible for leading end-to-end customer service operations to ensure timely, accurate, and high-quality service delivery across all customer touchpoints. The role is accountable for building and sustaining a world-class customer service team that consistently delivers exceptional customer experiences, operational excellence, and strong business outcomes. The incumbent will drive customer-centricity, employee engagement, talent development, and data-driven decision-making while leveraging technology and AI-enabled solutions to enhance service quality, operational performance, and continuous improvement. The role also ensures strong governance, compliance, and accountability across all aspects of service delivery. Key Roles & Responsibilities 1. Customer Service Operations, Service Excellence & Governance Lead and develop a world-class customer service team that consistently delivers exceptional customer experiences across all customer touchpoints. Foster a customer-first culture focused on professionalism, empathy, responsiveness, ownership, and service excellence. Oversee end-to-end customer service operations across all channels (e.g., calls, emails, chat, and digital platforms), ensuring accuracy, consistency, and adherence to approved service standards and operating procedures. Ensure customer interactions are handled within agreed service levels b

Requirements

  • ● Bachelor's Degree preferred.
  • ● years of relevant customer service, operations, or contact center experience.
  • ● Minimum 2-3 years of leadership or supervisory experience managing customer service teams.
  • ● Strong understanding of customer service operations, contact center management, workforce planning, service quality, and customer experience management.
  • ● Demonstrated analytical skills with the ability to interpret operational data, identify trends, and translate insights into actionable business improvements.
  • ● Proven experience driving operational performance through data-driven decision-making.
  • ● Exposure to AI-enabled productivity tools, customer service technologies, automation solutions, or digital platforms.
  • ● Proven ability to develop talent, manage performance, coach employees, and support succession planning initiatives.
  • ● Strong stakeholder management and influencing skills across multiple functions and levels.
  • ● Excellent communication, presentation, organizational, and time-management skills.
  • ● Strong problem-solving capabilities with the ability to make sound decisions in a fast-paced environment.
  • ● Proficiency in Microsoft Office Suite and operational reporting tools.
  • ● Ability to work effectively within a high-volume, customer-focused environment.
  • ● Flexible to work rotational shifts and staggered weekends, as required
  • ● Core Leadership Competencies
  • ● Customer Obsession & Service Excellence
  • ● Operational Excellence
  • ● People Leadership & Coaching
  • ● Talent Development & Succession Planning
  • ● Performance & Results Orientation