Customer Support Associate

hace 2 semanas

Santa Ana, Costa Rica Convera A tiempo completo

Responsibilities:

  • Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
  • Update cases and clients regularly, in accordance with agreed SLAs.
  • Act as bridge between Sales, Client and Operations

Communication:

  • Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
  • Offer support and advice to internal and external clients, responding to queries within agreed SLA.
  • Engage a senior agent with any challenges or barriers

Quality:

  • Being proactive and responsible for client queries.
  • Maintain and develop best practice as well as sharing best practice across the teams.
  • Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
  • Adhere to compliance and regulatory requirements.
  • Achieve 95% or above on QA for customer contacts.
  • Build knowledge of the relevant payment platform to enable comprehensive response to queries.

ADDITIONAL REQUIREMENTS:

  • Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements.
  • Effective communication skills are crucial.
  • Additionally, the role requires a strong desire to take ownership and assist team members to drive the team's overall performance.
  • Conforming to the Convera Values is essential to this role.
  • Demonstrate high levels of motivation and targetfocused, able to work under pressure while holding customer satisfaction as paramount.
  • To provide first line of contact for internal and external customers, responding to enrollment & postpayment queries, targeting realtime resolution in continuous improvement and service excellence.
  • The hours will be Monday-Friday. 2 days a week are required in office and onsite in Costa Rica. The other 3 days can be remote. Time in office can be 8am5pm, with an hour lunch or 830pm530pm and align with CST(Central time zone in USA Region).

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