Customer Support Associate

hace 3 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 target-focused, 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 & post-payment queries, targeting real-time 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 8am-5pm, with an hour lunch or 830pm-530pm and align with CST(Central time zone in USA Region).

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