As a Client Support Associate, you will be assisting people who work for some of the most innovative companies from around the world to access and manage their cool benefit packages.
Not too shabby, we think!
You will be closely working with our product Darwin™, a cloud-based global benefits management and employee engagement software.
What will you be doing :
Provide the best solutions to employees via e-mail and / or phone, based on our clients’ benefits packages. At times, this may also include contacting the suitable stakeholders Employer, Provider or other Thomsons teams etc.
Handle first time resolution Darwin queries
Deliver a high standard of quality on all helpdesk tasks;
Meet and exceed helpdesk KPIs both individually and as part of a team;
Gradually gain a correct understanding of legislation processes and regulatory changes
Support peers in delivering urgent requests and re-prioritisation of workload where needed;
Log all utilisation to meet business targets;
Work closely with your Team Leaders and Quality Assurance Team to meet your objectives and improve based on the feedback received;
Follow and adhere to a schedule of work that is subject to change dependent on the demands of the business.
We are looking for a PINK person, with :
High standard of communication in English, both verbal and written
Initiative and dedication to meet KPIs, deliver results and drive improvement
High attention to detail and strong problem solving skills
Good social skills, confident in speaking to people and dealing with challenges
Accountability of calls and willingness to ensure the best solutions
Assertive, ability to challenge processes to achieve a better service and experience to the client
Preferred experience in working in a client support environment using a CRM system, as well as in meeting call / e-mail quality targets
What we offer :
A yearly budget and the opportunity to build your own flexible benefits package
Work as part of a geographically distributed team, with colleagues in UK and Singapore
Fast-paced, agile work environment and the opportunity to work with our impressive clients