Customer Support Associate

Client Services is to facilitate a positive journey for Clients through the efficient and timely handling of pre

**We are looking to someone to cover ANZ region**: 2:30pm
- 9:30pm or 3:00-10:30pm Costa Rica Time, Sunday to Thursday.

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

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

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
- Experience of working within high-volume.
- Ability to meet deadlines/high sense of urgency
- Strong team player
- 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 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 bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
We offer an abundance of competitive perks and benefits including:

- 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 (health, disability, life)
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
- Paid volunteering opportunities (5 days per year)
- Hybrid(2 days at the office).