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Client Support Associate @DARWIN - job post

Mercer
3.5 din 5 stele
Cluj-Napoca
Cu normă întreagă
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  • Cu normă întreagă

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Cluj-Napoca

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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.

THE ROLE & YOUR MISSION

  • 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.

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

OUR BENEFITS & CULTURE

  • An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
  • A fail-friendly environment that encourages learning and initiative;
  • A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
  • 30+ days off (25 legal days off , 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
  • Performance Bonus scheme
  • Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
  • Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
  • We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working, or working from home..

Marsh McLennan (NYSE: MMC) 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 marshmclennan.com, or follow on LinkedIn and X..

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.

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.


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 creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.

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.

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