Customer Service Representative – 12‑Month Fixed‑Term (Hybrid)

About the role

Join the JustASK team at Mercer as a Contact Centre Representative, providing specialist support to members of Defined Contribution (DC) and Defined Benefit (DB) pension plans. This 12‑month fixed‑term position can be based in Dublin or Cork and operates on a hybrid model, requiring three days a week in the office.

Key responsibilities

• Respond promptly to inbound calls and emails from pension plan members and retirees, addressing enquiries, concerns, and requests.
• Provide helpline support for client projects, handling queries via telephone and email.
• Deliver accurate information on pension benefits and related topics, aiming for first‑contact resolution.
• Assist members in using online platforms and self‑service tools to manage their accounts.
• Refer members to Personal Financial Advice when appropriate and collaborate with colleagues to find solutions.
• Document all interactions, maintain accurate records, and escalate complex issues to internal teams.
• Stay informed of industry regulations to ensure compliant communication.
• Identify process improvement opportunities and contribute to best‑practice development.

Required profile

• Strong verbal and written communication skills, able to explain complex information clearly.
• Confidence handling challenging conversations and diffusing difficult situations.
• Detail‑oriented with excellent organisational abilities.
• Ability to work both independently and as part of a team.
• Flexibility to adapt to a fast‑paced environment with shifting priorities.
• Positive attitude, empathy, and genuine desire to support pension members.

Required skills

What we offer

• Hybrid working arrangement with office presence three days a week.
• Opportunity to develop expertise in pension administration and customer service.
• Experience within a reputable global firm specializing in retirement solutions.