Customer Service Officer

3 days ago

Wollongong, Australia Mercer Full time

**Customer Service Officer**

Join a global company and world leader in Financial Services where we put the member at the center of everything we do.

**Full-time temporary (fixed term) contract role.**

**What can you expect?**

At Mercer, we recognise that our most important asset is our people. We offer a great team environment with energetic and supportive colleagues as well as programs that foster career development to support and nurture you with every opportunity to reach your full potential.

We recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering a range of health, wealth and lifestyle benefits which include:

- Employee Assistance Program.
- Flexible working arrangements.
- Community Volunteer Leave.

**In **this role, you will be responsible for**:

- Actively listen to members so as to gain a practical understanding of their situation.
- Build rapport with members and offer empathetic assistance.
- Ensure enquiries requiring follow up are placed in the relevant queue for further action.
- Documents client issues and escalates issues to appropriate parties to resolve.
- Researches to respond to customer inquiries, and responds formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer.
- Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries.

**We would like you to have**:

- Outstanding communication, active listening and customer service skills with the willingness to go the extra mile.
- Proven experience in handling high work volumes, preferably within a customer service, call center or similar environment.
- Excellent attention to detail and thoroughness in the pursuit of a solution.
- Computer literacy and capacity to use online information systems.
- Superior interpersonal skills with the ability to hold a conversation and interact with our members.
- The ability to produce well written correspondence.
- Previous experience in financial services and/or superannuation industry would be well regarded but not essential.
- Fresh Graduates are encouraged to apply.

**About Mercer**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.

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