Customer Support Associate

Job Description

Convera is seeking a Customer Support Associate to deliver outstanding customer service and quality. The role involves being the first point of contact for customers, addressing post-payment queries, and aiming for real-time resolution. The ideal candidate will be highly motivated, target-focused, and able to work under pressure while prioritizing customer satisfaction. Conforming to Convera's behaviors is essential.

Responsibilities include:

• Handling incoming calls and emails regarding pre- and post-payment queries.
• Accurately inputting and updating information in SFDC.
• Acting as a bridge between Sales, Client, and Operations.
• Proactively managing work levels to meet SLAs.
• Undertaking training for new starters.
• Maintaining focus on personal and team goals.
• Delivering professional email communications.
• Ensuring comprehensive and accurate records in SFDC.
• Adhering to compliance and regulatory requirements.
• Achieving high QA scores for customer contacts.
• Taking ownership of objectives and completing assigned training.
• Providing standard or bespoke reporting to stakeholders.
• Escalating customer issues and complaints.

Requirements include:

• Fluency in English; French is a plus.
• Experience in a client-facing role within financial services.
• A passion for customer service.
• Ability to meet targets and deadlines.
• Excellent communication and listening skills.
• Strong computer skills (MS Outlook, Excel, Word, PowerPoint).

Convera offers:

• Market competitive salary.
• Great career growth opportunities.
• A flexible approach to work and a hybrid schedule.
• Generous insurance (health, disability, life).
• Paid holidays and leave policies.
• Paid volunteering opportunities.