Customer Support Associate

hace 3 semanas

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 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.

80%

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

20%

Individual Contributor
- Professional individual contributor
- Early acquisition of knowledge and skills for specific area of expertise

Business Impact
- Manages own workload and monitors the team calendar to ensure payments are prioritized
- Performs routine assignments
- Developing problem solving capability
- Takes direction from others
- Spectrum of beginner to intermediate to advanced skills and competencies as required by the role

Customer Focus
- Daily interaction with clients to fulfill their requirements
- Influences and supports clients in using digital self-service tools
- Ensures results positively influence customer experience and team/dept. operations
- Provides effective communication
- Understands our business and our customers; ensures the best customer experience
- Positively promotes company internally and externally

Skill Area
Technical Skills
- Ability to navigate a computerized data entry system
- Familiarity with office productivity tools e.g. MS Office, outlook, excel, SFDC

Soft Skills
- 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
- Excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs
- Ability to work under pressure
- Experience of working within high-volume.
- Ability to meet deadlines/high sense of urgency
- Strong team player
- Networks to build internal and external relationships
- Ability to deal effectively with all people in a variety of roles, build and
- Maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business

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
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- 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(2 days at the office).

  • Customer Support Associate

    hace 3 semanas

    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 días

    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 Support Associate

    hace 4 semanas

    Santa Ana, Costa Rica Convera A tiempo completo

    **Job Summary**: The role of the Customer Support 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...

  • Customer Support Associate

    hace 4 semanas

    Santa Ana, Costa Rica Convera A tiempo completo

    **Job Summary**: - The role of the Customer Support 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...

  • Customer Support Associate

    hace 6 días

    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...

  • Business Support Associate

    hace 3 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Business Support Associate - Santa Ana, Costa Rica** Are you ready to use your analytical skills, business acumen and eye for detail? Do you want to unleash for ability in a global company that is dedicated to moving money for better? Join Western Union as an Business Support Associate. **Western Union powers your pursuit.** **Role Responsibilities** -...

  • Customer Service Admin Support A4

    hace 6 días

    Santa Ana, Costa Rica Oracle A tiempo completo

    Customer Service Admin Support A4-2300013J **Applicants are required to read, write, and speak the following languages***: English, Portuguese **Preferred Qualifications** Associate Dispatch Coordinator The Associate Dispatch Coordinator Role is a very fast paced and dynamic role; is responsible of making sure the Area is handled on a timely fashion,...

  • Customer Service Admin Support A4

    hace 3 semanas

    Santa Ana, Costa Rica Oracle A tiempo completo

    Customer Service Admin Support A4-230000F2 **Applicants are required to read, write, and speak the following languages***: English, Spanish, Portuguese **Preferred Qualifications** Preferred Qualifications - External Associate Dispatch Coordinator The Associate Dispatch Coordinator Role is a very fast paced and dynamic role; is responsible of making...

  • Customer Service Admin Support A4

    hace 3 semanas

    Santa Ana, Costa Rica Oracle A tiempo completo

    Customer Service Admin Support A4-220009Y1 **Applicants are required to read, write, and speak the following languages***: English, Spanish **Preferred Qualifications** Associate Dispatch Coordinator The Associate Dispatch Coordinator Role is a very fast paced and dynamic role; is responsible of making sure the Area is handled on a timely fashion,...

  • Customer Service-sales Support-bilingual

    hace 4 semanas

    Santa Ana, Costa Rica Ingram Micro A tiempo completo

    **Description** **Essential responsibilities for the role**: - Provide operational support to our sales team, vendor partners, and customers - Enter and process sales orders and renewals - Secure pricing, SKU set up, and inventory management - Review and verify the accuracy of requests and transactions, then complete accordingly - Maintain records...

  • Customer Service Admin Support A4

    hace 3 semanas

    Santa Ana, Costa Rica Oracle A tiempo completo

    As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our...

  • 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...

  • Customer Support Associate

    hace 6 días

    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...

  • Associate Dispatch Coordinator

    hace 5 días

    Santa Ana, Costa Rica Oracle A tiempo completo

    Associate Dispatch Coordinator-2300007P **Applicants are required to read, write, and speak the following languages***: English, Spanish **Preferred Qualifications** Associate Dispatch Coordinator The Associate Dispatch Coordinator Role is a very fast paced and dynamic role; is responsible of making sure the Area is handled on a timely fashion,...

  • Customer Support Associate

    hace 6 días

    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...

  • Sales Support Associate

    hace 4 días

    Santa Cruz, Costa Rica Transunion A tiempo completo

    About the RoleThe Sales Support Associate position is an exciting opportunity to work with a leading credit reporting agency like TransUnion. As a sales support specialist, you will be the first point of contact for customers, providing them with information about our products and services. Your excellent communication skills and product knowledge will...

  • Associate, Settlement Operations

    hace 5 días

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate, Settlement Operations - Santa Ana, Costa Rica** Does playing a meaningful role in Digital and Retail Settlement Operations sound exciting to you? How about bringing your analytical skills to a global business that is committed to moving money for better? Join Western Union as Associate, Settlement Operations. **Motivated by our values: Purpose...

  • Associate Collector

    hace 2 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate Collector - Santa Ana, Costa Rica** Are you ready to play your part in a global business that is committed to moving money for better? Are you passionate about helping others and providing a world-class customer experience? Join Western Union as an Associate Collector. **Western Union powers your pursuit.** We are looking for someone who would...

  • Associate Collector

    hace 3 días

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate Collector - Santa Ana, Costa Rica** Are you ready to play your part in a global business that is committed to moving money for better? Are you passionate about helping others and providing a world-class customer experience? Join Western Union as an Associate Collector. **Western Union powers your pursuit.** We are looking for someone who would...

  • Associate, Settlement Operations

    hace 3 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Associate, Settlement Operations - Santa Ana, Costa Rica** Does playing a meaningful role in Digital and Retail Settlement Operations sound exciting to you? How about bringing your analytical skills to a global business that is committed to moving money for better? Join Western Union as Associate, Settlement Operations. **Motivated by our values: Purpose...