Customer Service Officer

📌 Core Information

🔹 Job Title: Customer Service Officer

🔹 Company: Marsh McLennan

🔹 Location: Australia (Wollongong office)

🔹 Job Type: On-site with hybrid elements

🔹 Category: 📞 Customer Service

🔹 Date Posted: Monday, March 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional support to fund members
• Answering inquiries via phone and email
• Actively listening to members and building rapport
• Ensuring follow-ups are handled appropriately and documenting issues

ASSUMPTION: This role requires a high level of empathy and communication skills due to the direct interaction with clients seeking assistance and information about their funds.

📋 Key Responsibilities

✅ Answer incoming phone calls and emails from fund members, providing factual information to assist with inquiries.

✅ Actively listen to members to gain a practical understanding of their situation and build rapport.

✅ Ensure inquiries requiring follow-up are placed in the relevant queue for further action.

✅ Document client issues and escalate to appropriate parties for resolution.

✅ Conduct research to respond to customer inquiries and respond formally to correspondence.

ASSUMPTION: The job assumes candidates have an adept ability to quickly learn and use internal systems to provide comprehensive support.

🎯 Required Qualifications

Education: Not specified, but fresh graduates are encouraged to apply.

Experience: Proven experience in a customer service environment is preferred.

Required Skills:

• Outstanding communication and active listening skills
• Customer service skills with willingness to go the extra mile
• Attention to detail and thoroughness in solutions
• Computer literacy

Preferred Skills:

• Superior interpersonal skills for conversation and interaction
• Prior experience in financial services or the superannuation industry

ASSUMPTION: Candidates need a basic understanding of the financial industry to effectively assist with fund-related inquiries and escalate complex issues appropriately.

💰 Compensation & Benefits

Salary Range: Not specified, typically industry contextual for entry-level roles.

Benefits:

• Professional development opportunities
• Supportive leadership and a vibrant, inclusive culture
• Diverse career opportunities within a global company

Working Hours: 40 hours per week, with a flexible hybrid arrangement requiring at least three days on-site.

ASSUMPTION: While specific salary details are not provided, the benefits suggest a supportive work environment with opportunities for professional growth.

📌 Applicant Insights

🔍 Company Context

Industry: Insurance, with a focus on risk management and strategic advisory.

Company Size: 10,001+ employees, offering vast networking and resource opportunities.

Founded: Not specified, but as part of a longstanding global leader in its field.

Company Description:

• Global leader in risk management and insurance broking
• Provides strategic advice and consultancy across 130 countries
• Aims to foster diversity and inclusivity within the workplace

Company Specialties:

• Risk Consulting
• Claims Management
• Cyber Risk Management

Company Website: http://www.marsh.com

ASSUMPTION: As a global leader, Marsh McLennan likely offers robust career advancement opportunities due to their extensive network and operations.

📊 Role Analysis

Career Level: Entry-level, with pathways for growth into specialized customer service areas.

Reporting Structure: Likely reports to a Customer Service Manager or Team Lead.

Work Arrangement: Hybrid model, balancing remote work with in-office collaboration.

Growth Opportunities:

• Potential to advance to senior customer service roles
• Opportunities for internal training and skill enhancement
• Possibility for lateral moves into related divisions

ASSUMPTION: The hybrid model supports skill development through both independent and team-oriented tasks.

🌍 Location & Work Environment

Office Type: Modern office environment designed for collaboration and client interaction.

Office Location(s): Wollongong, Australia for local convenience and accessibility.

Geographic Context:

• Located in a coastal city ideal for work-life balance
• A growing hub for commercial activities and services
• Offers a vibrant community and cultural environment

Work Schedule: The role requires a standard 40-hour work week with some flexibility for hybrid work arrangements.

ASSUMPTION: Wollongong's location provides an excellent working environment, balancing lifestyle benefits with professional demands.

💼 Interview & Application Insights

Typical Process:

• Initial application review for qualifications and experience
• Phone or video screening to assess communication skills
• In-person interview focusing on problem-solving and empathy skills

Key Assessment Areas:

• Communication and active listening abilities
• Customer service orientation and empathy
• Problem-solving and detail-oriented skills

Application Tips:

• Highlight communication and interpersonal skills in your resume
• Prepare examples of past customer service experiences
• Demonstrate knowledge of the financial services industry

ATS Keywords: Communication, Customer Service, Active Listening, Empathy, Attention to Detail

ASSUMPTION: The interview process will be thorough and focused on interpersonal skills, crucial for customer service roles.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) systems
• Email and ticketing systems for query management
• Internal knowledge bases for information and response scripting

ASSUMPTION: Familiarity with standard office and CRM software is beneficial for handling member queries efficiently.

👔 Cultural Fit Considerations

Company Values:

• Commitment to diversity and inclusion
• Focus on innovation and professional growth
• Emphasis on teamwork and professional development

Work Style:

• Collaborative and team-oriented
• Adaptive and flexible to changing work priorities
• Driven by empathy and customer satisfaction

Self-Assessment Questions:

• Can you effectively communicate empathy and understanding?
• Are you adaptable to changing work environments?
• Do you thrive in team settings?

ASSUMPTION: A candidate fitting into a supportive, collaborative environment would thrive in this role.

⚠️ Potential Challenges

• Managing high volumes of inquiries during peak periods
• Balancing in-office and remote work responsibilities
• Maintaining consistent service quality across various communication channels
• Adapting to updates in financial services and superannuation regulations

ASSUMPTION: The ability to stay informed and maintain service quality is pivotal for success in this position.

📈 Similar Roles Comparison

• Compared to a call center representative, this role involves higher specialization with financial inquiries.
• Offers more growth opportunities into financial sectors than standard customer service roles.
• Involves a hybrid model conducive to both independent and team work, unlike entirely on-site roles.

ASSUMPTION: This position provides a more engaging and rewarding workload than typical call center roles by integrating specific industry knowledge.

📝 Sample Projects

• Development of a new customer onboarding process for improved service delivery.
• Initiatives to enhance CRM response times and client satisfaction.
• Participation in team-oriented projects to boost service delivery methods.

ASSUMPTION: These projects would focus on customer service improvements and leveraging technology for efficiency.

❓ Key Questions to Ask During Interview

• What are the most common types of inquiries the team handles?
• How does the company support continuous learning and skill development?
• Can you describe the team dynamics and the daily workflow?
• What tools and systems are used to manage customer interactions?
• How are performance and success measured within the team?

ASSUMPTION: Candidates asking these questions display a proactive interest in understanding the role's dynamics and expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant skills and experiences
• Prepare for a potential initial phone screening
• Research Mercer and its role in financial services
• Practice potential interview questions outlined above

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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