Customer Service Associate

hace 6 meses

Santa Ana, Costa Rica Convera A tiempo completo

The role of the **Associate - Client Services **is to facilitate a positive journey for Clients through the efficient and timely handling of pre
- and post-transaction queries, driving Client satisfaction and retention.

This role supports and encourages Clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team.

**Request Handling - Pre & post-transaction **queries.**
- Resolve multi-channel Client transaction queries providing answers immediately where possible and escalating to Sales teams when required, to ensure delivery of responsive service to Clients.
- Utilize business and product knowledge to identify opportunities to refer to Sales teams, to meet additional Client needs and increase revenue.
- Support and encourage clients to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits.
- Adhere to agreed SLAs and KPIs
- Delivers high quality, consistent interactions
- Handle clients contact with a professional demeanor
- Support in collecting required documents from clients by proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process
- Contribute towards trend analysis of calls to support strategic client experience enhancements.

**Administration and Reporting**
- Maintain accurate SFDC records
- Ensure that client requests are handled on time and with accuracy
- Participate in team initiatives as needed
- Identifies areas of improvement and put them forward to the team

**Skills required.**
- **Excellent written and verbal communication skills in English.**:

- Ability to ask probing questions to understand customer needs.
- Ability to navigate a computerized data entry system.
- Familiarity with office productivity tools e.g. MS Office, outlook, excel, Salesforce.
- Professional telephone manner with an ability to develop rapport with external customers.
- Ability to handle objections and complaints.
- High degree of accuracy and attention to detail
- High degree of self-motivation
- Ability to work under pressure.
- Ability to meet deadlines/high sense of urgency.
- Strong team player

**About Convera**

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

**We offer an abundance of competitive perks and benefits including**:

- Market competitive monthly gross salary.
- Opportunity to earn an annual bonus (based on role level)
- Great career growth and development opportunities in a global organization
- Generous insurance (health, disability, life)
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
- Paid volunteering opportunities (5 days per year)
- Hybrid mode, 2 days at the office.
- **Shift: 8:00am-5:00**pm and 9:00-6:00pm Rotative, Monday** to Friday.**

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

  • Customer Service Nz

    hace 7 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Costumer Support Associate** The role of the Customer Support Associate is to facilitate a positive journey for Clients through the efficient and timely handling of pre - and post-transaction queries, driving Customer satisfaction and retention. **You will be responsible for**: **Request Handling - Pre & post-transaction queries** - Resolve multi-channel...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Costumer Support Associate (French and English speaking)** ***JOB REQUIREMENTS**: - 1 years' experience in a busy team in a client-facing function within the financial services sector. - A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture. - Ability to lead by...

  • Customer Service

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Customer Support Associate.** The role of the Customer Support Associate is to facilitate a positive journey for Clients through the efficient and timely handling of pre **You will be responsible for**: Request Handling - Pre & post-transaction queries. - Resolve multi-channel Customer transaction queries providing answers immediately where possible and...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Responsibilities**: - Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements. - To provide first line of contact for customers, responding to post-payment queries, targeting real-time resolution in continuous improvement and service excellence. - Demonstrate high levels of motivation and target...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Customer Support Associate** The primary purpose of the Customer Support Associate is to provide internal support to the sales/operations group; may act as a liaison to client. Main responsibilities may include handling the administration of client transactions, pre/post-sales support, project/process management, daily banking, and other accounting and...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Costumer Support Associate** The role of the Customer Support Associate is to facilitate a positive journey for Clients through the efficient and timely handling of pre - and post-transaction queries, driving Customer satisfaction and retention. **You will be responsible for**: **Request Handling - Pre & post-transaction queries.** - Resolve...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Costumer Support Associate (English and French Speaking).** ***The role of the Customer Support Associate is to facilitate a positive journey for Clients through the efficient and timely handling of pre **You will be responsible for**: Request Handling - Pre & post-transaction queries. - Resolve multi-channel Customer transaction queries providing...

  • Customer Service Representative

    hace 7 meses

    Santa Ana, Costa Rica Infotree Global Solutions A tiempo completo

    In this role you will be responsible for Service Level Agreement (SLA) compliance, Process compliance, customer interactions, knowledge management in order to meet the client goals. You will be working on behalf of our partners as frontline staff supporting our clients by delivering a high-level customer experience. To deliver the highest level of customer...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    Client Services is to facilitate a positive journey for Clients through the efficient and timely handling of pre **We are looking to someone to cover ANZ region**: 2:30pm - 9:30pm or 3:00-10:30pm Costa Rica Time, Sunday to Thursday. Duty/Responsibility Percentage of Time Request Handling - Pre & post-transaction queries - Resolve multi-channel Client...

  • Customer Support Associate

    hace 7 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    Client Services is to facilitate a positive journey for Clients through the efficient and timely handling of pre **We are looking to someone to cover NZ region**: 2:30pm - 11:00pm or 3:00-11:30pm Costa Rica Time, Sunday to Thursday. Duty/Responsibility Percentage of Time Request Handling - Pre & post-transaction queries - Resolve multi-channel Client...

  • Customer Service Representative

    hace 6 meses

    Santa Ana, Costa Rica Infotree Global Solutions A tiempo completo

    Customer Service Representative Posición 100% PRESENCIAL, oficina se ubica en Santa Ana. Horario de Martes a Sábado de 7am a 4pm. **Requisitos**: Inglés avanzado. Título de bachillerato. Minimo 1 año de experiência en call center. **Salary**: ₡600,000.00 - ₡670,000.00 per month **Education**: - High school or equivalent...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    **Costumer Support Associate** The role of the Customer Support Associate is to facilitate a positive journey for Clients through the efficient and timely handling of pre - and post-transaction queries, driving Customer satisfaction and retention. **You will be responsible for**: **Request Handling - Pre & post-transaction queries** - Resolve multi-channel...

  • Customer Care Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements. To provide a first line of contact for customers, responding to post-payment queries, targeting real-time resolution in continuous improvement and service excellence. Demonstrate high levels of motivation and target focused, able to work under...

  • Customer Support Associate

    hace 6 meses

    Santa Ana, Costa Rica Convera A tiempo completo

    Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements. To provide a first line of contact for customers, responding to post-payment queries, targeting real-time resolution in continuous improvement and service excellence. Demonstrate high levels of motivation and target focused, able to work under...

  • Customer Service Representative

    hace 6 meses

    Santa Ana, Costa Rica Infotree Global Solutions A tiempo completo

    In this role you will be responsible for Service Level Agreement (SLA) compliance, Process compliance, customer interactions, knowledge management in order to meet the client goals. You will be working on behalf of our partners as frontline staff supporting our clients by delivering a high-level customer experience. To deliver the highest level of customer...

  • Data Analyst Associate French Speaker

    hace 1 mes

    Santa Ana, Costa Rica Western Union A tiempo completo

    Role OverviewWe are seeking a skilled Data Analyst Associate French Speaker to join our Digital Review Team at Western Union. The ideal candidate will be responsible for analyzing digital transactions to prevent fraudulent activity and provide exceptional customer service.Key ResponsibilitiesAnalyze digital transactions to identify potential risks and ensure...

  • Multilingual Customer Service Representative

    hace 1 mes

    Santa Cruz, Costa Rica Transunion A tiempo completo

    About the Role:We are seeking a highly skilled and motivated Customer Support Associate to join our team at TransUnion. The successful candidate will be responsible for providing exceptional customer service to our clients through various communication channels.Key Responsibilities:Respond to customer inquiries via phone and chat in a professional and timely...

  • Customer Service

    hace 6 meses

    Santa Ana, Costa Rica Infotree Global Solutions A tiempo completo

    High School Diploma or GED Equivalent - Strong command in English Language, C1 minimum - At least 1 year of experience in customer service roles - On site (Santa Ana Lindora) Tipo de puesto: Tiempo completo Salario: A partir de ₡1.00 al mes

  • Associate, Payments

    hace 6 meses

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate Payments - Santa Ana, Costa Rica** Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions and ensure that service delivery meets customers’ expectations? Are you passionate about achieving goals related to revenue, fraud mitigation, cost reduction, operational enhancements and...

  • Associate, Payments

    hace 6 meses

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate Payments - Santa Ana, Costa Rica** Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions and ensure that service delivery meets customers’ expectations? Are you passionate about achieving goals related to revenue, fraud mitigation, cost reduction, operational enhancements and...