Customer Service Representative - 12 Month Fixed Term Contract

Company:

Mercer

Description:

We are currently seeking a highly motivated and customer-focused individuals to join our JustASK team as a Contact Centre Representative at Mercer, specialising in handling enquiries from members of Defined Contribution (DC) and Defined Benefit (DB) Pension Plans. As a representative of our organisation, you will play a crucial role in providing exceptional service and support to our valued pension plan members.

This role can be based in either Dublin or Cork and will be offered on a 12 Month Fixed Term Contract. This is a hybrid role that has a requirement of working at least three days a week in the office.

What can you expect:

JustASK is the contact centre for all members of our Mercer plans. The team provides members with support for general pension queries as well as various client projects. The successful candidate will join the JustASK team which is part of the Mercer Ireland Administration Department. The JustASK team focus on educating and supporting members as they plan for their retirement, throughout their working life.

We will rely on you to:

• Respond promptly and professionally to incoming calls and emails from DC and DB pension plan members and pensioners, addressing their enquiries, concerns, and requests.

• Provide helpline support for a number of Client Projects, handling member queries via telephone and email, as required.

• Provide accurate and clear information regarding pension plan benefits and other related topics with the aim of resolving queries on first contact

• Assist members in navigating online platforms and self-service tools to access information and manage their pension accounts.

• Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.

• Troubleshoot and resolve member issues, ensuring a high level of customer satisfaction.

• Document all interactions and maintain accurate records of member communications and case details.

• Collaborate with internal teams, such as the pension administration teams and client consulting, to escalate and resolve complex member issues.

• Stay up-to-date with industry regulations to ensure accurate and compliant information is provided to members.

• Identify opportunities for process improvements and contribute to the development of best practices within the team.

What you will need to have:

• Strong communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.

• Confidence in handling challenging conversations and diffusing potentially difficult situations.

• Detail-oriented with strong organisational skills to manage multiple tasks and prioritise workload effectively.

• Ability to work independently and as part of a team, demonstrating a strong work ethic and a commitment to achieving team goals.

• Flexibility to work in a fast-paced environment with shifting priorities and adapt to changing business needs.

• A positive attitude, empathy, and a genuine desire to help and support pension plan members.

• Proficient in using computer systems and software applications, including Microsoft Office Suite.

What makes you stand out:

• Previous experience in a customer service role, preferably in a call centre or email support environment is desirable

• Full training will be provided, however a basic knowledge of DC and DB pension plans, including an understanding of plan provisions, investment options, and regulatory requirements, would be a great start

• Strong desire to learn. All our agents work towards a QFA Qualification / LIA Pensions Diploma and we are very supportive of this.

• Passionate about delivering exceptional customer service

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 is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh 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, 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, Traveller community, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at reasonableaccommodations@marsh.com to discuss any specific needs.

Marsh 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 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.