Client Support Associate

hace 2 semanas

Tláhuac, Ciudad de México Marsh A tiempo completo

Client Support Associate

  • You will be working within the Client Team, specifically within the Helpdesk Team. At Darwin it is our mission to deliver an excellent and consistent experience for all our clients through our channels of communication.

What's in Marsh for you?

  • A company with a strong brand and results to match.
  • Opportunity to interact with different areas of Marsh and career growth.
  • Employee resource groups that provide access to leaders, relevant volunteer and mentoring opportunities, and interactions with counterparts in industry groups and the client organization.

What is in it for you?**- A competitive salary

  • Employee friendly policies
  • Health care and insurance for you and your dependants
  • Healthy Work life balance
  • A great working environment
  • Flexible benefits packages to suit your needs and lifestyle

We will count on you for the following assignments:

  • Delivering a high standard of quality on all helpdesk tasks; working with relevant deadlines and a high standard of quality in-call handling and call logging; challenging processes and showing assertiveness to achieve results and client satisfaction.
  • Having a strong ability to work with multiple tools and systems at the same time (telephony system, CRM, internal documentation, knowledge management system).
  • Capability to work independently by following established processes and procedures and correctly using the available sources of information and being able to provide correct and complete solutions.
  • Work closely with your Pod Leads and Quality Assurance Team to meet your objectives and improve based on the feedback received.
  • Take ownership of queries and ensure they completed correctly and within time.

Requirements:

  • Bachelor's degree or degree in business, actuarial, economic and similars.
  • Advance English high standard of communication, both verbal and written.
  • Experience of working in a call center environment meeting call center KPI's and SLA's.
  • Experience of using a CRM system.
  • Experience of meeting call quality targets and logging calls to a high standard.

Skills that will make you stand out:

  • Passionate about technology.
  • Eagerness to learn, ability to absorb a large amount of information.
  • Shows initiative and dedication to meet KPI's, deliver results and drive improvement.
  • Excellent timekeeping and attendance.
  • High attention to details.
  • Multitasking abilities.
Marsh and McLennan is committed to embracing a diverse, inclusive and flexible work environment.

We aim to attract and retain the best people regardless of sex/gender, marital or parental status, ethnicity, nationality, age, background, disability, sexual orientation and gender identity or expression.

Client Support Associate

  • You will be working within the Client Team, specifically within the Helpdesk Team. At Darwin it is our mission to deliver an excellent and consistent experience for all our clients through our channels of communication.

THE ROLE AND YOUR MISSION:

  • Handle 1st time resolution Darwin queries.
  • Reconciliation of 1st time resolution provider data.
  • Handling and recording complaints to FSA standards and timeframes.
  • Having a correct understanding of any legislation processes and any regulatory changes.
  • Log all utilisation to meet business targets.
  • Assist the team when required to ensure business continuity and work with relevant internal or 3rd party teams to resolve all Helpdesk tickets.
  • Assist and support the team during Romanian Bank Holidays to ensure business continuity and plan cover for our portfolio of clients.
  • Delivering a high standard of quality on all helpdesk tasks; working with relevant deadlines and a high standard of quality in-call handling and call logging; challenging processes and showing assertiveness to achieve results and client satisfaction.
  • Meeting and exceeding call centre KPIs both individually and as part of a team.
  • Having a strong ability to work with multiple tools and systems at the same time (telephony system, CRM, internal documentation, knowledge management system).
  • Capability to work independently by following established processes and procedures and correctly using the available sources of information and being able to provide correct and complete solutions.
  • Strong technical skills to understand the logic of our Darwin product (training will be provided).
  • Work closely with your Pod Leads and Quality Assurance Team to meet your objectives and improve based on the feedback received.
  • Take ownership of queries and ensure they completed correctly and within time.
  • Full understanding of the company strategy and the importance of the role you play in achieving the company targets and client satisfaction associated with your role.

YOUR EXPERIENCE AND VALUES:

  • Graduate calibre.
  • Passionate about technology.
  • High standard of communication, both verbal and written.
  • Eagerness to learn, ability to absorb a large am

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