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Role: CSC
Location: Edinburgh (Hybrid - working 2 days per week in the office)
Length of Assignment: 5 months
Working hours: Monday - Friday (37.5 hours)
Hiring Manager: Arran Johnston
Pay rate: Base pay: 11.60 + Holiday pay: 1.40 = Total pay 13.00 per hour (PAYE)
Job Description
Customer Service Representatives - Mercer (Aptia)
Our Customer Service Representatives are the first point of contact for our clients. You will work in a busy team mainly dealing with Pension management responsible for delivering a high level of customer service to our scheme members.
You will understand the importance of every client interaction, respond to queries about our products and services, investigate issues and communicate solutions to clients by phone, email or web chat. Our Customer Service Representatives provide first-level customer service support while learning routines, acquiring experience and developing skills.
* As part of your day-to-day responsibilities, you will be communicating with customers through a combination of inbound/outbound phone calls and through email channels; ensuring all aspects of a customer's pension enquiry are resolved
* You will Help respond to basic customer inquiries regarding the products and services the Company offers
* Answers, documents and monitors call centre calls, emails and transactions
* Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries
* Assists in tracking client and product order information and logging client data in spreadsheets to assist with monitoring call centre activity.
We will rely on you to:
* Exceed customer expectations by delivering timely, accurate service in a professional manner
* Deliver efficient work practices by understanding and utilising Mercer software and process
* Work as part of a team to contribute to a culture of a "great place to work"
* Work within the company procedures to maintain a high level of trust
* Meet or exceed all performance metrics as defined in your personal performance management plan
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
