Customer Support and Service Specialist

hace 2 meses


San José, San José, Costa Rica Convera A tiempo completo
Role Overview
As a Client Support and Service Specialist at Convera, you will play a pivotal role in facilitating a seamless journey for our clients through the efficient handling of pre- and post-transaction queries. Your primary objective will be to drive client satisfaction and retention while supporting and encouraging clients in utilizing our digital tools.

Duties and Responsibilities
1. Request Handling: Resolve multi-channel client transaction queries, providing immediate answers where possible and escalating to sales teams when required, ensuring delivery of responsive service to clients.
2. Business and Product Knowledge: Utilize knowledge to identify opportunities to refer to sales teams, meeting additional client needs and increasing revenue.
3. Digital Platform Support: Support and encourage clients in utilizing digital platforms, demonstrating functionality and explaining benefits.
4. SLAs and KPIs: Adhere to agreed service level agreements and key performance indicators.
5. Client Interactions: Deliver high-quality, consistent interactions with clients, handling their contact with a professional demeanor.

Key Skills
- Professional telephone manner with ability to develop rapport with external clients.
- 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.
- Ability to work under pressure and meet deadlines.
- Strong team player with ability to identify and implement ways of improving efficiency.
- Ability to deal effectively with all people in a variety of roles and build supportive relationships with key business contacts.

About Convera
Convera is the largest non-bank B2B cross-border payments company in the world, leveraging decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers.

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