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For Companies At a Glance
- Tasks: Assist customers through calls, emails, and web chats while managing your own client portfolio.
- Company: Join Mercer Wealth, a global leader in investment and employee benefits.
- Benefits: Enjoy professional development, a vibrant culture, and flexible hybrid work options.
- Why this job: Make a real impact by enhancing customer experiences and driving process improvements.
- Qualifications: Experience in customer service, strong multitasking skills, and attention to detail.
- Other info: Collaborative environment with opportunities for growth and inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
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.
Customer Success Associate in Glasgow employer: Marsh McLennan
Contact Detail:
Marsh McLennan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate in Glasgow
✨Tip Number 1
Get to know the company! Research Mercer Wealth and understand their values, culture, and what they stand for. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer enquiries through various channels, make sure you're comfortable with phone calls, emails, and web chats. Role-play with a friend or use online resources to sharpen your skills.
✨Tip Number 3
Show off your organisational skills! Prepare examples from your past experiences where you successfully managed multiple cases at once. This will demonstrate your ability to multitask and prioritise effectively, which is key for the Customer Success Associate role.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Mercer team. Good luck!
We think you need these skills to ace Customer Success Associate in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Associate role. Highlight your relevant experience in customer service and any specific skills that match the job description, like multitasking and CRM knowledge.
Showcase Your Customer Focus: We want to see how you champion the customer! Share examples of how you've enhanced the customer journey or resolved issues effectively in your previous roles. This will show us you're all about delivering a first-class experience.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate well-structured applications that get straight to the point while still showcasing your personality.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Marsh McLennan
✨Know Your Customer Success Basics
Before the interview, brush up on key customer success principles. Understand how to effectively handle enquiries and manage client portfolios. Being able to discuss your approach to ensuring first contact resolution will show that you’re ready to champion the customer.
✨Showcase Your Multitasking Skills
Prepare examples of how you've successfully managed multiple cases simultaneously in previous roles. Whether it’s through email, calls, or web chat, demonstrating your ability to juggle tasks will resonate well with the interviewers.
✨Highlight Your Attention to Detail
Since maintaining accurate records is crucial for this role, come prepared with specific instances where your attention to detail made a difference. Discuss how you’ve used CRM systems effectively to enhance customer interactions.
✨Bring Process Improvement Examples
If you have experience in Lean Management or have contributed to enhancing the customer journey, make sure to share those stories. Interviewers love to hear about candidates who can identify process issues and suggest improvements.
