Customer Support Specialist - Ops - Customer

Detalles de la oferta

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 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

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 serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to


Salario Nominal: A convenir

Fuente: Whatjobs_Ppc

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