Customer Support Specialist - Santa Ana, Costa Rica - Convera

Convera

Empresa verificada

Santa Ana, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

beBee Recruiter

Descripción

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 multichannel 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 adhoc 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 selfservice 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 highvolume 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 selfmotivation
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