Job Description

We are looking for Customer Service Agent to join our office in Edinburgh. We require the successful candidate to work in a busy team dealing mainly with pension’s management responsible for delivering a high level of customer service to scheme members.

What can you expect?

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.

What you will be rewarded with?

• We offer competitive salaries and comprehensive benefits.
• We also support programmes including: health & welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups and volunteer opportunities.

We will rely on you to:

• Exceeding customer expectations by delivering timely, accurate service in a professional manner.
• Deliver efficient work practices by understanding and utilizing 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

Required Knowledge, Skills, and Abilities

Excellent customer service skills. Ability to understand customer needs and provide the correct solution. High level of interpersonal skills and an ability to communicate across the internal and external customer group. Skilled in listening and responding to a customer’s needs verbally and through the written word. Defuse and respond to customer complaints ensuring follow up actions are completed and recorded. GCSE (or equivalent) in Math and English. Previous or current experience working in a call Centre environment. An understanding of how UK Pension Schemes work.