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Customer Success Associate
Mercer
Description:
We are seeking a talented individual to join our Customer Success team at Mercer Wealth. This role will be based in Glasgow. It is a hybrid role requiring at least one day per week in the office.
The Customer Success Team supports, proactively engages, and exceeds customer expectations through inbound and outbound interactions. We pride ourselves on achieving excellent customer satisfaction scores, which are measured via email after satisfactory resolutions.
Responsibilities:
* Handle customer inquiries effectively via telephone, email, and web chat.
* Manage a portfolio of clients to ensure readiness for client launches.
* Maintain accurate, up-to-date records following standards and procedures.
* Champion the customer by raising process issues and escalating complex customer issues.
* Utilize the CRM system to manage customer inquiries and record details accurately.
Requirements:
* Ability to multitask, managing multiple cases via email, calls, and web chat.
* Experience in support/customer service roles.
* Focus on delivering first-class customer experiences.
* Highly organized with prioritization skills.
* Strong listening, rapport-building, and communication skills.
* Attention to detail with good numeracy and analytical skills.
* Proficiency in IT, including MS Excel.
Preferred Skills:
* Experience in Lean Management.
* Examples of enhancing customer journeys and process improvements.
* Experience with Live Chat support.
Why Join Us:
* Professional development and interesting work in a supportive environment.
* Inclusive culture fostering collaboration and innovation.
* Opportunities for career growth, benefits, and well-being.
Mercer, a Marsh McLennan company, is a global leader in helping clients achieve investment goals, shape the future of work, and improve health and retirement outcomes. Marsh McLennan operates in 130 countries with over 90,000 colleagues and $24 billion in revenue. For more information, visit our website or follow us on LinkedIn and X.
We are committed to diversity, inclusion, and flexible work arrangements. We aim to attract and retain diverse talent and provide reasonable adjustments for candidates with disabilities. Please contact us at reasonableamodations@mmc.com if needed.
All colleagues are expected to work at least three days per week onsite, with at least one 'anchor day' for team in-person collaboration.
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