Bilingual Customer Service Analyst

Company:

Marsh

Description:

Marsh is seeking candidates for the following position based in the Toronto or Montreal office:

Bilingual Customer Service Analyst (6 month contract)

What can you expect?

We are currently recruiting for a dynamic, motivated, customer service-oriented colleague to provide technical Web support to our prestigious clients within our various commercial insurance programs.

• You will be required to provide administrative support for our licensed Client Service Representatives in our growing Commercial Programs and Affinity COE team.
• With the goal of offering exceptional customer service and surpassing client expectations, your primary responsibility will be to resolve our clients’ access issues to their Web portal in a professional and timely manner.
• You will also manage various administrative tasks to maximize organizational efficiency.

What is in it for you?

• A company with a strong Brand and strong results to match.
• Culture of internal mobility, collaboration, and valued partnership with HR from the business.
• Employee Resource Groups that provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.

We will count on you to:

• Provide technical Web support to our clients and resolve access, MFA issues live through inbound calls in addition to responding to email correspondence.
• Escalate technical issues to our Tier II team as required, track progress and ensure resolution.
• Manage inquiries in a professional and timely manner to support exceptional servicing and a high level of customer satisfaction.
• Provide administrative support and undertake in general administrative duties for our Programs & Affinity COE team, including for specific projects as required.
• Ensure timely, efficient and accurate production/processing of relevant documents (includes report preparation and sending documentation to appropriate parties).
• Contribute to the achievement of our Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and business objectives.
• Manage and prioritize own workload to meet deadlines and quality targets.
• Maintain confidentiality at all times, especially when dealing with sensitive information and internal policies.
• Adhere to Company policies and performance standards.

What you need to have:

• Bilingualism in English and French
• High School Diploma or equivalent experience.
• 1-2 years’ work experience, with ideally 1 year previous technical and /or administrative work experience.
• Client centric and professional, ability to manage client inquiries in a dynamic, fast paced environment.
• Excellent organizational skills – able to prioritize work and meet deadlines.
• Excellent interpersonal skills – able to work within a team.
• Comfortable and experienced working with technology
• Proficient in Microsoft Office tools (or equivalent) – Outlook, Word and Excel.
• A focus on attention to detail and quality at all times.
• Ability to read, analyze and interpret general business correspondence.

What makes you Stand out?

• Previous call center experience
• Bachelors degree

Marsh is the world’s leading insurance broker and risk adviser. With more than 45,000 colleagues advising clients in over 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit marshmclennan.com, follow us on LinkedIn and X.

Marsh McLennan is committed to embracing 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, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

In accordance with applicable legislation, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need please contact TANA@mmc.com