Customer Service Officer

Full job description
We are seeking a talented individual to join our Customer Service team at Mercer. This role will be based in the Wollongong office. This is a hybrid role that has a requirement of working at least three days a week in the office.

As a Customer Service Officer, you will play a crucial role in providing exceptional support to our fund members, ensuring their inquiries are handled with care and professionalism.

We will count on you to:

Answer incoming phone calls and emails from fund members, providing factual information to assist with enquiries.
Actively listen to members to gain a practical understanding of their situation.
Build rapport with members and offer empathetic assistance.
Ensure enquiries requiring follow-up are placed in the relevant queue for further action.
Document client issues and escalate issues to appropriate parties to resolve.
Research to respond to customer inquiries and respond formally to correspondence, either verbally or in writing, utilising all reference material necessary to provide an informed response to the customer.
What you need to have:

Outstanding communication, active listening, and customer service skills with the willingness to go the extra mile.
Proven experience in handling high work volumes, preferably within a customer service, call centre, or similar environment.
Excellent attention to detail and thoroughness in the pursuit of a solution.
Computer literacy and capacity to use online information systems.
What makes you stand out:

Superior interpersonal skills with the ability to hold a conversation and interact with our members.
The ability to produce well-written correspondence.
Previous experience in financial services and/or the superannuation industry would be well regarded but not essential. Fresh Graduates are encouraged to apply.
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, as well as benefits and rewards to enhance your well-being.
Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

About Mercer


Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan 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, ****** orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan 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 McLennan 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.