Lead Specialist - Survey Administration

Lead Specialist - Survey Administration

Company:

Mercer

Description:

We are seeking a talented individual to join our Client Engagement Team under the Clients Solutions Business Unit at Mercer Gurgaon office.

Lead Specialist - Survey Administration

This role will be based in Global Capability Centre at Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.

The job entails the performance of all Consulting Support nature activities that the Career Product Consultants perform in day-to-day business, which may not lead to direct revenue generation/ business development. These activities would include offering exceptional service to clients on behalf of consultants, initiating client renewals, creation of quotations for clients, offering alternative relevant products to clients and resolving client queries, explain survey methodology to clients, supporting contracts creation and sign-up, supporting year over year growth in participation, etc. This job would help in freeing up the consultants so that they can focus on Business Development, Client Relationship & Sales.

We will count on you to:

• Serve as the main liaison between clients and consulting teams

• Assist clients in understanding our services and solutions, providing guidance and support as needed

• Deliver Exceptional Service: Proactively address client queries, inquiries and concerns, ensuring a high level of satisfaction and trust in our services

• Communicate Effectively: Clearly articulate information to clients and internal teams, ensuring everyone is aligned and informed

• Problem Solve: Identify issues and provide solutions quickly and efficiently, demonstrating resourcefulness and initiative

• Collaborate: Work closely with consulting teams to ensure client expectations are met and exceeded, fostering a team-oriented environment

• Monitor client satisfaction and gather feedback to improve service delivery

• Maintain accurate records of client interactions and support requests in our CRM system

What you need to have:

• Education: Bachelor’s/Post graduate degree

• Experience: Minimum of 4 years of experience in client support, consulting, or a similar role

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to clients and team members.

• Interpersonal Skills: Focus on client satisfaction and service excellence.

• Problem-Solving Abilities: Demonstrated ability to identify issues and develop effective solutions in a timely manner.

• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

• Team Player: Ability to work collaboratively in a team-oriented environment, contributing to a positive workplace culture.

What makes you stand out?

• Client-Centric Mindset: You have a genuine passion for helping clients succeed and a track record of going above and beyond to meet their needs.

• Proactive Problem Solver: You thrive in dynamic environments and can anticipate client challenges, offering solutions before issues arise.

• Exceptional Communicator: Your ability to communicate complex information clearly and concisely sets you apart, ensuring clients feel informed and valued.

• Strong Relationship Builder: You excel at building rapport and trust with clients, fostering long-term partnerships that enhance client loyalty

• Adaptability: You embrace change and can quickly adjust to new situations, demonstrating resilience in the face of challenges

• Team Collaboration: You work effectively within teams, contributing positively to group dynamics and supporting colleagues to achieve common goals.

• Attention to Detail: Your meticulous nature ensures that all client interactions and documentation are accurate and thorough, minimizing errors and enhancing service quality.

• Continuous Learner: You are committed to personal and professional growth, actively seeking opportunities to expand your knowledge and skills in the consulting field.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

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