Senior Customer Support Specialist

Job Description

Convera is seeking a Senior Customer Support Specialist to join their Peterborough office. This role involves providing exceptional care to Convera's customers, from initial contact to resolution, while collaborating closely with Transaction Processing and Relationship Management teams. The Senior Customer Care Specialist will also coach team members, provide quality assurance feedback, and drive improvements in customer experience.

Responsibilities include:

• Owning and investigating customer escalations and complaints.
• Analyzing and solving diverse problems, devising solutions with limited information.
• Evaluating processes and driving improvements.
• Identifying root causes and working with partners to implement corrective actions.
• Conducting service reviews with customers and providing recommendations.
• Managing requests from legal entities and regulatory bodies.
• Working on projects and assisting with business improvements.
• Supporting leadership with management information and reporting.

Requirements:

• Minimum of 5 years of related experience with a Bachelor’s degree or equivalent.
• Expert communication skills, both written and oral.
• Passion for Best-in-Class Customer Care.
• Exceptional problem-solving ability.
• Experience with cross-functional teams.
• Self-starter with excellent time management skills.
• Ability to remain calm and resilient.
• Strong knowledge of MS applications.
• Ability to analyze and present data.

The role offers:

• Market competitive salary.
• Opportunity to earn an annual bonus.
• Great career growth and development opportunities.
• A flexible approach to work (hybrid model).
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies.
• Paid volunteering opportunities.