Customer Service Representative
hace 1 semana
**About the Role:**
We are seeking a highly motivated Customer Service Representative to join our team. As a key member of our support function, you will be responsible for delivering exceptional customer service and quality in accordance with Service Level Agreements.
Main Responsibilities:
- Provide first line contact for customers, responding to queries in a timely and effective manner.
- TARGET real-time resolution of post-payment queries, meeting SLAs and quality standards.
- Ensure accurate and complete input of relevant information into SFDC and update records as necessary.
- Act as bridge between Sales, Client, and Operations teams, facilitating communication and resolving issues.
- Proactively manage work levels, using daily reporting to ensure SLAs are met.
- Undertake training for new starters, sharing knowledge and expertise to drive team performance.
- Take personal responsibility for preventing potential financial loss to WUBS, adhering to correct escalation processes.
Requirements:
- Experience in a busy client-facing function within the financial services sector.
- Possess a passion for excellence in customer service and customer management, with a proven track record of embedding this passion in team culture.
- Able to lead by example, deliver service excellence, and maintain targets and deadlines.
- Excellent communication and listening skills, with ability to network and build relationships at all levels.
- Build and maintain supportive relationships with key business contacts, fostering partnerships and collaborations.
- Achieve 95% or above on QA for customer contacts, demonstrating high levels of professionalism and expertise.
About Convera:
Convera is a global leader in B2B cross-border payments, leveraging decades of industry expertise and technology-led solutions to deliver smarter money movements to customers. We serve over 30,000 clients worldwide, from small businesses to enterprise treasurers, and are passionate about diversity and inclusion. As a growth-minded, results-oriented organization, we foster a culture of innovation and excellence.
What We Offer:
- 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 package (health, disability, life).
- Paid holidays, time-off, and leave policies for life events.
- Paid volunteering opportunities (5 days per year).
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