Customer Service Representative
hace 4 semanas
Deliver exceptional customer service and quality in accordance with service level agreements. Provide a 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-focused, able to work under pressure whilst holding customer satisfaction as paramount.
Effective communication skills are crucial. Additionally, the role requires a strong desire to take ownership and assist team members to drive the team's overall performance.
Key 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 a bridge between Sales, Client, and Operations.
Leadership Skills:
- Proactively manage and control work levels, using daily reporting to ensure SLAs are met.
- Undertake training for new starters along with team overviews for new starters around the business.
Excellent Communication:
- Maintains focus on personal and team goals, all incoming calls are handled within SLAs, and all agreed call-back timeframes to customers are adhered to.
- Offer support and advice to internal and external clients, responding to queries within agreed SLA.
- Engage a senior agent with any challenges or barriers.
Quality & Development:
- Be proactive and responsible for client queries.
- Maintain and develop best practice as well as sharing best practice across the teams.
- Ensure comprehensive, accurate, and timely records in SFDC following any action or contact relating to a customer.
- Adhere to compliance and regulatory requirements.
- Achieve 95% or above on QA for customer contacts.
- Build knowledge of the relevant payment platform to enable comprehensive response to queries.
Escalation:
- Take personal responsibility for preventing potential financial loss to Convera and ensure the correct escalation process is always followed.
- Customer issues and complaints are fed back to the Client Services Sr. staff with suggestions of how processes could be improved to prevent issues reoccurring.
- Concerns should be highlighted to Sr. staff immediately to minimize any retention risks.
- Fraudulent Payments identified must be escalated to the Client Services Team Leader.
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 - 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 deliver to our customers, striving to continually improve and exceed expectations.
We pride ourselves on building long-lasting relationships with our customers, understanding their needs and providing tailored solutions to meet their unique requirements.
Join a dynamic and supportive team where you can grow and develop your skills, working with a company that values excellence, innovation, and customer satisfaction.
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