Client Support Associate @DARWIN

Company:

Thomsons Online Benefits

Description:

As a Client Support Associate at Darwin, you will play a crucial role in ensuring customer satisfaction by providing exceptional support and assistance to clients’ employees through calls, emails, and chats. You will be responsible for addressing customer inquiries, resolving issues quickly and accurately, handling complaints, and maintaining a high level of service quality. This role requires adaptability to changing priorities, proficiency in working with multiple systems, and collaboration with internal teams—all while consistently meeting performance goals to ensure a positive experience with our products and services.

We will count on you to:

• Handle 1st time resolution Darwin queries.
• Handling and recording complaints to FSA standards and timeframes.
• Gather employees feedback on services and support to identify areas for improvement and contribute to service enhancement initiatives.
• Show flexibility in adapting to changing business needs and priorities
• Having a correct understanding of any legislation processes and any regulatory changes.
• Assist the team when required to ensure business continuity and work with relevant internal or 3rd party teams to resolve all Helpdesk tickets.
• Assist and support the team during some Romanian Bank Holidays to ensure business continuity.
• Delivering a high standard of quality on all helpdesk tasks.
• Meet and exceed call centre KPIs, individually and as part of the team.
• Work effectively with multiple tools and systems at the same time (telephony system, CRM, internal documentation, knowledge management system, ticketing tools).
• Work autonomously by following established processes and procedures and delivering accurate solutions.sources, and delivering accurate and thorough solutions.
• Work closely with your Pod Leads and Quality Assurance Team to meet your objectives and improve based on the feedback received.
• A comprehensive understanding of the company's strategy and the significance of your role in meeting company objectives and ensuring client satisfaction related to your responsibilities.

What you need to have:

• Graduate caliber with a passion for technology
• Strong verbal and written communication skills
• Fluent in English (B2 - C1)
• Ability to learn and absorb large amounts of information
• High attention to detail and strong multitasking abilities
• Strong analytical and logical thinking skills
• Technical proficiency with customer support tools and basic customer service knowledge
• Shows initiative, accountability, and assertiveness to improve service
• Confident in handling difficult calls and building rapport with customers
• Initiative, accountability, flexibility and strong teamwork skills.

What makes you stand out?

• Minimum 1 year of experience in customer support or a related field.
• Proven track record in customer service, issue resolution, reporting, or similar roles.
• Previous experience with customer support management tools.
• Ability to adopt a "customer-first" mindset.
• Strong teamwork abilities and work ethics.

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 an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, benefits, and rewards to enhance your well-being.
• Enjoy a yearly budget to build your flexible benefits package (up to 20% of your annual salary).
• Benefit from 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, and extra buy/sell from your benefits budget).
• Participate in a Performance Bonus scheme.
• Engage in matching charity contributions, charity days off, and the Pay it Forward charity challenge.
• Core benefits include Pension, Life and Medical Insurance, Meal Vouchers, and Travel Insurance.
• Work Environment: We champion flexible working, helping you find YOUR work-life balance, whether that is standard working, flextime working, or working from home.

Marsh (NYSE: MRSH) is 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, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.