Senior Customer Support Specialist

hace 3 semanas


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

Are you passionate about delivering exceptional customer experiences? Convera is seeking a Senior Customer Support Specialist to join our team.

**Key Responsibilities:**

Provide support to internal and external customers, handling pre- and post-payment queries while adhering to established SLAs and quality benchmarks.

Support internal customer support and dealer support teams with workload management and resource allocation.

Evaluate customer feedback and identify ways to maximize customer satisfaction.

Run daily controls to ensure smooth day-to-day processing and work with other internal departments as needed.

Work closely with our Front and Middle office teams to provide clients with unparalleled levels of customer service.

Adhere to compliance and regulatory requirements while delivering high levels of customer service.

**Requirements:**

Experience in a busy team in a client-facing function, ideally within FX or payments environment.

Experience in the ANZ market is essential.

A passion for excellence in customer service and customer management, along with a proven track record of embedding this passion in team culture.

Highly effective time management skills.

Strong problem-solving skills.

Excellent English communication skills.

Proactive and not afraid to speak up if you see something that doesn't look right.

Ability to set targets and streamline processes.

Confident leading people, management experience is preferred.

**What We Offer:**

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 package.

Paid holidays, time-off, and leave policies for life events.

Paid volunteering opportunities.

Hybrid work arrangement.

Shift: 3:30-10:30pm CR time, Sunday to Thursday, with flexibility to cover other hours as needed.



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