Customer Success Associate

Company:Mercer

Description:

We are seeking a talented individual to join our Customer Success team at Mercer Wealth. This role will be based in Glasgow. This is a hybrid role that has a requirement of working at least one day per month in the office.

The role of the Customer Success Team is to support, proactively engage and exceed customer expectations through both inbound and outbound interactions. We pride ourselves in achieving excellent customer satisfaction scores every month which will be offered via email after a satisfactory resolution has been provided.

We will rely on you to:

• Effectively handle customer enquiries via a range of communication methods, including telephone, email and web chat.
• Effectively manage your own portfolio of clients to ensure team readiness for client launches
• To keep and maintain accurate, up to date records in accordance with agreed standards and procedures.
• Champion the customer by raising process issues when they occur and escalate customer issues that fall outside of the standard process or policy.
• Communicate effectively with customers in accordance with appropriate standards, procedures and quality management systems to ensure a first contact resolution.
• Fully utilise the CRM system to deal with a wide range of customer enquires effectively and ensuring all customer details are accurately recorded.

What you need to have: 

• The ability to multitask is critical in this role – you will be managing multiple cases at any one time (via email / call / webchat).
• Demonstrable experience in a support/customer service role.
• Significant focus on delivery of a first-class customer experience.
• Highly organised with the ability to prioritise and deliver workloads.
• Strong listening and rapport skills.
• Strong customer focus and communication skills.
• Excellent attention to detail and strong numeracy/analytical skills.
• Sound IT skills to include a working knowledge of MS Excel.
   

What makes you stand out:

• Experience in Lean Management
• Examples of where you have enhanced the customer journey experience and contributed towards process improvements
• Previous experience of Live Chat
   

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. 
   

#hybrid

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected].

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.