Customer Support Specialist

Customer Support Specialist - Ops - Customer Service
The role of the Specialist - Client Services is to facilitate a positive journey for Clients through the efficient and timely handling of pre
- and post-transaction queries, driving Client satisfaction and retention.
This role supports and encourages Clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team

**We are looking to someone to cover NZ region**:
Roster Timing
Auckland Time Costa Rica Time
Start
8.30am 2.30pm previous day
9.00am 3.00pm previous day
End
5.00pm 11.00pm previous day
5.30pm 11.30pm previous day
Duty/Responsibility Percentage of Time
Request Handling - Pre & post-transaction queries
- Resolve multi-channel Client transaction queries providing answers immediately where possible and escalating to Sales teams when required, to ensure delivery of responsive service to Clients.
- Utilize business and product knowledge to identify opportunities to refer to Sales teams, to meet additional Client needs and increase revenue.
- Support and encourage clients to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits.
- Adhere to agreed SLAs and KPIs
- Delivers high quality, consistent interactions
- Handle clients contact with a professional demeanor
- Support in collecting required documents from clients by proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process
- Contribute towards trend analysis of calls to support strategic client experience enhancements.

80%

Administration and Reporting
- Maintain accurate SFDC records
- Ensure that client requests are handled on time and with accuracy
- Participate in team initiatives as needed
- Identifies areas of improvement and put them forward to the team

20%

Individual Contributor
- Professional individual contributor
- Early acquisition of knowledge and skills for specific area of expertise

Leadership
- No line management responsibilities
- Required to role model client service and support
- Empowers self and others to do their best, highest value work
- Drives and owns professional career and development
- Contributes to a high performing team and environments
- Demonstrates the company culture, values, and behaviours

Management and Planning
- Performs transactions in line within agreed role boundaries and processes
- Understands and adheres with company and function policies/procedures
- Accountable for quality and delivery of end results
- Brings a continuous improvement mindset
- Efficiently uses resources - time, budget, etc

Business Impact
- Manages own workload and monitors the team calendar to ensure payments are prioritized
- Performs routine assignments
- Developing problem solving capability
- Takes direction from others
- Spectrum of beginner to intermediate to advanced skills and competencies as required by the role

Customer Focus
- Daily interaction with clients to fulfill their requirements
- Influences and supports clients in using digital self-service tools
- Ensures results positively influence customer experience and team/dept. operations
- Provides effective communication
- Understands our business and our customers; ensures the best customer experience
- Positively promotes company internally and externally

**Qualifications**:

- High School / University Diploma or equivalent level of qualification for the geography
- Experience of working within a client facing role
- Experience of working within a high-volume service delivery environment - desirable
- Experience of working with Financial Services - desirable

Skill Area
Technical Skills
- Ability to navigate a computerized data entry system
- Familiarity with office productivity tools e.g. MS Office, outlook, excel, SFDC

Soft Skills
- Professional telephone manner with an ability to develop rapport with external customers
- 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; with ability to ask probing questions to understand customer needs
- Ability to work under pressure
- Ability to meet deadlines/high sense of urgency
- Strong team player
- Ability to identify and implement ways of improving efficiency
- Networks to build internal and external relationships
- Ability to deal effectively with all people in a variety of roles, build and
- Maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business

About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage 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 serve