Customer Service Officer

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 post training requirements.

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.