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Customer Service Representative

2 months ago

Dalkeith, United Kingdom Robert Walters Direct Sourcing EMEA Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Robert Walters Direct Sourcing EMEA. As a key member of our customer service team, you will be responsible for delivering exceptional customer service to scheme members, ensuring their pension enquiries are resolved in a timely and professional manner.

Key Responsibilities
  • Communicate with customers through inbound and outbound phone calls and email channels to resolve customer pension enquiries.
  • Exceed customer expectations by delivering timely, accurate service in a professional manner.
  • Deliver efficient work practices by understanding and utilizing Mercer software and process.
  • Work as part of a team to contribute to a culture of a 'great place to work'.
  • Meet or exceed all performance metrics as defined in your personal performance management plan.
Requirements
  • Excellent customer service skills.
  • Ability to understand customer needs and provide the correct solution.
  • High level of interpersonal skills and an ability to communicate across the internal and external customer group.
  • Skilled in listening and responding to a customer's needs verbally and through the written word.
  • Defuse and respond to customer complaints ensuring follow-up actions are completed and recorded.
What We Offer
  • Competitive salaries.
  • Comprehensive benefits.
  • Support programmes including health & welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups, and volunteer opportunities.
What We're Looking For
  • Previous or current experience working in a call centre environment.
  • An understanding of how UK Pension Schemes work.