Client Support Associate @DARWIN
Marsh McLennan
- Cluj-Napoca, Cluj
- Permanent
- Full-time
- 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.
- 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
- 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.