Candidatul ideal

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.

Descrierea jobului

THE ROLE & YOUR MISSION

• 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 Darwin 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-prioritization of workload where needed;
• Log all utilization 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.

YOUR EXPERIENCE & VALUES

• 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

OUR BENEFITS & CULTURE

• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
• A fail-friendly environment that encourages learning and initiative;
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
• 30+ days off (25 legal days off , 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working, or working from home.