Customer Support Associate

hace 5 días


San José, San José, Costa Rica Convera A tiempo completo

**Delivering Exceptional Customer Experiences**

The role of the Customer Support Associate at Convera involves providing top-notch support to clients through efficient and timely handling of pre- and post-transaction queries. This position drives customer satisfaction and retention by ensuring seamless interactions and resolving queries promptly.

**Key Responsibilities:**

* Handle client inquiries and requests via multiple channels, providing accurate and timely responses.* Resolve complex transaction queries, escalating issues to sales teams when necessary to ensure responsive service.* Utilize in-depth product knowledge to identify opportunities for upselling and cross-selling, meeting client needs and increasing revenue.* Maintain accurate records in Salesforce and adhere to SLAs and KPIs.* Deliver high-quality, consistent interactions and handle client contact with a professional demeanor.

**Administration and Reporting:**

* Maintain accurate SFDC records and ensure timely and accurate handling of client requests.* Participate in team initiatives and identify areas for improvement, contributing to a culture of excellence.* Develop strong relationships with clients and colleagues, fostering a collaborative and supportive environment.

**Requirements:**

* Proficiency in computerized data entry systems and office productivity tools (MS Office, Outlook, Excel, Salesforce).* Strong communication and interpersonal skills, with the ability to develop rapport with external customers and colleagues.* Ability to handle objections and complaints, maintaining a high level of professionalism and composure.* High degree of accuracy, attention to detail, and self-motivation.* Strong team player with a high sense of urgency and ability to meet deadlines.

**About Convera:**

Convera is a leading non-bank B2B cross-border payments company, leveraging decades of industry expertise and technology-led payment solutions to deliver smarter money movements to customers. Our teams care deeply about the value we bring to our clients, making Convera a rewarding place to work.

**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, Tuesday-Thursday.* Shift: 3:00-10:00pm, Sunday to Thursday; flexibility of covering schedules when needed.



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