Specialist - Survey Administration

Overview

Serve as the main liaison between clients and consulting teams within the Client Engagement Team of the Clients Solutions Business Unit at Mercer, Gurgaon, taking on consulting support activities so that consultants can focus on business development, client relationships and sales.

What you'll do

• Assist clients in understanding services and solutions, providing guidance and support as needed.
• Deliver exceptional service by proactively addressing client queries, inquiries and concerns.
• Communicate clearly with clients and internal teams to keep everyone aligned and informed.
• Identify issues and provide solutions quickly and efficiently.
• Work closely with consulting teams to meet and exceed client expectations.
• Monitor client satisfaction and gather feedback to improve service delivery.
• Maintain accurate records of client interactions and support requests in the CRM system.
• Offer exceptional service on behalf of consultants, initiate client renewals, create quotations for clients, offer alternative relevant products, explain survey methodology to clients, support contract creation and sign-up, and support year-over-year growth in participation.

What you'll need

• Bachelor's or post-graduate degree.
• Minimum of 4 years of experience in client support, consulting, or a similar role.
• Excellent verbal and written communication skills.
• Focus on client satisfaction and service excellence.
• Demonstrated ability to identify issues and develop effective solutions in a timely manner.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work collaboratively in a team-oriented environment.

Nice to have

• Client-centric mindset with a track record of going above and beyond to meet client needs.
• Proactive problem solver who thrives in dynamic environments.
• Exceptional communicator who conveys complex information clearly and concisely.
• Strong relationship builder who fosters long-term client partnerships.
• Adaptable and resilient in the face of change and challenges.
• Team collaborator who supports colleagues to achieve common goals.
• Attention to detail ensuring accurate client interactions and documentation.
• Continuous learner committed to growth in the consulting field.

Details

• Location: Global Capability Centre, Gurgaon (DLF Building).
• Hybrid role: at least three days per week in the office, with one anchor day per week for the full team.