Client Support Associate @DARWIN

at  Mercer

As a Client Support Associate, you will be assisting people who work for some of the most innovative companies from around the world to access and manage their cool benefit packages. Not too shabby, we think!
You will be closely working with our product Darwin™, a cloud-based global benefits management and employee engagement software.

YOUR EXPERIENCE & VALUES

• High standard of communication in English, both verbal and written
• Initiative and dedication to meet KPIs, deliver results and drive improvement
• High attention to detail and strong problem-solving skills
• Good social skills, confident in speaking to people and dealing with challenges
• Accountability of calls and willingness to ensure the best solutions
• Assertive, ability to challenge processes to achieve a better service and experience to the client
• Preferred experience in working in a client support environment using a CRM system, as well as in meeting call/e-mail quality targets

• Provide the best solutions to employees via e-mail and/or phone, based on our clients’ benefits packages. At times, this may also include contacting the suitable stakeholders – Employer, Provider or other Darwin teams etc.
• Handle first time resolution Darwin queries
• Deliver a high standard of quality on all helpdesk tasks;
• Meet and exceed helpdesk KPIs both individually and as part of a team;
• Gradually gain a correct understanding of legislation processes and regulatory changes
• Support peers in delivering urgent requests and re-prioritization of workload where needed;
• Log all utilization to meet business targets;
• Work closely with your Team Leaders and Quality Assurance Team to meet your objectives and improve based on the feedback received;
• Follow and adhere to a schedule of work that is subject to change dependent on the demands of the business.