Customer Success Associate

Overview

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.

Company: Mercer

Job 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.

Responsibilities

• 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.
• 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 the standard process or policy.
• Communicate effectively with customers to ensure a first contact resolution.
• Fully utilise the CRM system to deal with a wide range of customer enquiries and ensure all customer details are accurately recorded.

What you need to have

• Ability to multitask and manage multiple cases at any one time (via email, call, webchat).
• Demonstrable experience in a support/customer service role.
• Strong focus on delivering a first-class customer experience.
• Highly organized with the ability to prioritise and deliver workloads.
• Strong listening and rapport skills and a customer-focused mindset.
• Excellent attention to detail and strong numeracy/analytical skills.
• Working knowledge of MS Excel.

What makes you stand out

• Experience in Lean Management
• Examples of enhancing the customer journey and contributing to process improvements
• Previous experience of Live Chat

Why join our team

• Professional development opportunities, interesting work and supportive leaders to help you be your best.
• A vibrant and inclusive culture where you can collaborate with colleagues to create solutions and have impact for colleagues, clients and communities.
• Opportunity to grow with Mercer/Marsch McLennan and access a range of benefits.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realise 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. 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 are an equal opportunities employer and provide reasonable adjustments in accordance with applicable law to any candidate with a disability. If you have a disability that may require reasonable adjustments, please contact us at

Marsh McLennan is committed to hybrid work, with in-office collaboration and at least three days per week in the office for all colleagues. Office-based teams will identify an anchor day each week for in-person collaboration.

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