Customer Support Expert

1 week ago

Vilnius, Lithuania beBeeCustomerSupport Full time
Customer Support Role

Convera is seeking a highly skilled Customer Support Associate to provide internal support to the sales and operations groups. This role may also involve acting as a liaison to clients, handling client transactions, pre- and post-sales support, project management, daily banking, and other accounting functions.

The ideal candidate will have a thorough understanding of transaction processes, risk management rules, and policies, as well as industry-specific procedures. They should be able to work effectively in a fast-paced environment, meet deadlines, and maintain a high level of accuracy and attention to detail.

Key Responsibilities:
  • Handle incoming telephone calls and emails from internal and external customers regarding pre- and post-payment queries, adhering to agreed service level agreements (SLAs) and quality standards.
  • Ensure accurate and complete input of relevant information into Salesforce.com (SFDC) and update it whenever an action is taken related to a client.
  • Provide transaction monitoring, frequent reporting, or serve as a dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
  • Update cases and clients regularly, adhering to agreed SLAs.
  • Act as a conduit between Sales, Clients, and Operations.
  • Maintain focus on personal and team goals, handle all incoming calls within SLAs, and adhere to agreed call-back timeframes for customers.
  • Offer support and advice to internal and external clients, responding to queries within agreed SLA.
  • Deliver professionally constructed and factual email communications within agreed SLAs.
Required Skills:
  • Experience working in a client-facing role with a professional telephone manner, ability to develop rapport with external customers, and excellent written and verbal communication skills.
  • Ability to ask probing questions to understand customer needs.
  • Experience working in a high-volume service delivery environment (desirable).
  • Ability to work under pressure and meet deadlines/high sense of urgency.
  • Experience working with Financial Services (desirable).
  • Ability to navigate a computerized data entry system and familiarity with office productivity tools, such as Microsoft Office.
  • Ability to handle objections and complaints.
  • 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, including forging relationships with key stakeholders within the business.
Benefits:
  • Market-competitive monthly gross salary starting at 2,100 EUR.
  • 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).
About Convera:

Convera is a leading non-bank B2B cross-border payments company that leverages decades of industry expertise and technology-led payment solutions to deliver smarter money movements to its customers. The company serves over 30,000 customers worldwide and offers a range of innovative products and services.

At Convera, we value diversity and celebrate individuals from different backgrounds, lifestyles, and unique points of view. We seek talented, creative problem solvers who are looking to transform Business-to-Business payments and join our dynamic team.

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