Customer Success Associate

Marsh & McLennan Companies; Glasgow; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A global consulting firm in Glasgow is looking for a Customer Success professional to join their team. This hybrid role involves managing customer enquiries across various channels and ensuring the highest level of client satisfaction. Candidates should possess excellent multitasking, communication, and organizational skills. Experience in customer service is essential. The company offers professional development and a supportive work culture.

Benefits

Professional development opportunities

Inclusive company culture

Supportive leadership

Qualifications

• Ability to manage multiple cases at once via different channels.
• Experience in a support or customer service role.
• Strong customer focus and excellent communication.
• Ability to prioritize and manage workload effectively.
• Demonstrated attention to detail and numeracy skills.

Responsibilities

• Handle customer enquiries through multiple communication methods.
• Manage a portfolio of clients for readiness in launches.
• Maintain accurate records as per standards.
• Raise process issues and escalate customer concerns.
• Communicate effectively to ensure first contact resolution.
• Utilize CRM system for customer inquiries.

Skills

Multitasking

Customer service experience

Strong communication skills

Attention to detail

Listening skills

Organizational skills

IT skills (MS Excel)

Job description

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.

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.

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
• 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.

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 [e-mail]. 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.