Romania Job Openings

Mercer

Client Support Associate @DARWIN

Cluj-Napoca

FULL TIME

August 20, 2024

Client Support Associate

As a Client Support Associate, you will be assisting people who work for some of the most innovative companies from around the world to access and manage their cool benefit packages. Not too shabby, we think!
You will be closely working with our product Darwin™, a cloud-based global benefits management and employee engagement software.

The role and your mission:

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.

Your experience and values:

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

OUR BENEFITS & CULTURE

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

As a company we are 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. Our teams will jointly identify at least one “anchor day” per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, and foster meaningful interactions between our colleagues, to help build our culture and local communities.

Founded over 20 years ago, Darwin's main ambition was to change the world of benefits. Fast forward to the present day and it is leading the way as a cornerstone benefits technology product in the Marsh Mc Lennan, (MMC), Tech portfolio. MMC are now building out their EMEA Technology Hub in Cluj, Romania.
MMC is a global professional services firm, headquartered in New York City with businesses in insurance brokerage, risk management, reinsurance services, talent management, investment advisory, and management consulting. It comprises the businesses of Marsh, Mercer, Guy Carpenter, JLT, Oliver Wyman and Darwin.

The regional hub will contain teams of Application Developers, Business Analysts, Project/Program Managers and other technology roles that require time zone overlap with clients in EMEA. As a regional hub we are equipped to scale our vast technical expertise through a variety of outputs, while helping to unleash our potential as one company, to effectively meet today's emerging challenges through the brilliant technology we build and deliver together.

Join us on this exciting journey as we look to scale our regional hub in Cluj.

#MMCTECH2023

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