Global Client Service Specialist

4 days ago

Vilnius, Lithuania beBeeClientService Full time

About Convera

We are seeking a professional who will facilitate a positive journey for clients through efficient and timely handling of pre- and post-transaction queries, driving client satisfaction and retention.

This role handles inquiries placed online, emailed, and via telephone calls to a high consistent quality, and 'on time' interactions are key. The goal is to support and encourage clients in using online digital tools and identify opportunities for upsell, working closely with the Sales team.

Key Responsibilities:
  • Request Handling
    • Pre & post-transaction queries, handling client contact with a professional demeanor.
  • 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
    • Demonstrating the functionality of online tools and explaining the benefits.
  • Deliver high-quality, consistent interactions
    • Adhering to agreed SLAs and KPIs. Identify areas of improvement and put them forward to the team and participates in team initiatives as needed.
  • Support in collecting required data and documents from clients
    • Proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process.
  • Contribute towards trend analysis
    • To support strategic client experience enhancements.
  • Administration and Reporting

You should have:

Requirements:
  • Experience of working within a client-facing role
    • A professional telephone manner with an ability to develop rapport with external customers, excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs.
  • Experience of working within a high-volume service delivery environment
    • An ability to work under pressure and ability to meet deadlines/high sense of urgency.
  • Ability to navigate a computerized data entry system
    • Familiarity with office productivity tools e.g. MS Office.
  • Ability to handle objections and complaints
    • A high degree of accuracy, attention to detail and self-motivation.
  • Strong team player
    • Ability to identify and implement ways of improving efficiency.
  • 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.
Benefits:
  • Market competitive monthly gross salary starts at 2,100 EUR
  • Bonus for additional language
  • Great career growth and development opportunities in a global organization
  • A flexible approach to work (6-10 days per month in the office)
  • Generous insurance (health, disability, life)
  • Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
  • Work from abroad 60 days per year
  • Paid volunteering opportunities (5 days per year)

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