Senior Customer Service Consultant

Senior Consultant - Customer Service

Company:

Mercer

Description:

esponds to difficult and/or highly important customer inquiries regarding products and services the Company offers

Ensures all communications and transactions with the call center are properly documented; delegates work to colleagues as necessary

Performs advanced research methods as needed to respond to difficult customer inquiries, and responds formally to correspondence, either verbally or in writing, in cases where the available reference material is insufficient to respond to the customer

Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries

Monitors the documentation of client issues and addresses more complicated issues that have been escalated

Provides written and verbal feedback to colleagues in a professional manner.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.Marsh is 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. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

Experience Level

Senior Level