Customer Service Representative

We are seeking a talented individual to join our JustASK Pensions team at Mercer. This role can be based in either Dublin or Cork and will be offered on a 12 Month Fixed Term Contract. This is a hybrid role that has a requirement of working at least three days a week in the office.

Our JustASK team specialises in handling enquiries from members of Defined Contribution (DC) and Defined Benefit (DB) Pension Plans. As a representative of our organisation, you will play a crucial role in providing exceptional service and support to our valued pension plan members.

JustASK is the contact centre for all members of our Mercer plans. The team provides members with support for general pension queries as well as various client projects. The successful candidate will join the JustASK team which is part of the Mercer Ireland Administration Department. The JustASK team focus on educating and supporting members as they plan for their retirement, throughout their working life.

We will rely on you to:

• Respond promptly and professionally to incoming calls and emails from DC and DB pension plan members and pensioners, addressing their enquiries, concerns, and requests.
• Provide helpline support for a number of Client Projects, handling member queries via telephone and email, as required.
• Provide accurate and clear information regarding pension plan benefits and other related topics with the aim of resolving queries on first contact
• Assist members in navigating online platforms and self-service tools to access information and manage their pension accounts.
• Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.
• Troubleshoot and resolve member issues, ensuring a high level of customer satisfaction.
• Document all interactions and maintain accurate records of member communications and case details.
• Collaborate with internal teams, such as the pension administration teams and client consulting, to escalate and resolve complex member issues.
• Stay up-to-date with industry regulations to ensure accurate and compliant information is provided to members.
• Identify opportunities for process improvements and contribute to the development of best practices within the team.

What you will need to have:

• Strong communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.
• Confidence in handling challenging conversations and diffusing potentially difficult situations.
• Detail-oriented with strong organisational skills to manage multiple tasks and prioritise workload effectively.
• Ability to work independently and as part of a team, demonstrating a strong work ethic and a commitment to achieving team goals.
• Flexibility to work in a fast-paced environment with shifting priorities and adapt to changing business needs.
• A positive attitude, empathy, and a genuine desire to help and support pension plan members.
• Proficient in using computer systems and software applications, including Microsoft Office Suite.

What makes you stand out:

• Previous experience in a customer service role, preferably in a call centre or email support environment is desirable
• Full training will be provided, however a basic knowledge of DC and DB pension plans, including an understanding of plan provisions, investment options, and regulatory requirements, would be a great start
• Strong desire to learn. All our agents work towards a QFA Qualification / LIA Pensions Diploma and we are very supportive of this.
• Passionate about delivering exceptional customer service

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.