Customer Support Associate

hace 6 meses

Santa Ana, Costa Rica Convera A tiempo completo

The role of the **Associate - Client Services (French and English)** is to facilitate a positive journey for Clients through the efficient and timely handling of pre

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 and French.**:

- 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.

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