Customer Support Associate - Ops - Customer Service

Responsibilities :

• Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
• Update cases and clients regularly, in accordance with agreed SLAs.
• Act as bridge between Sales, Client and Operations

Communication :

• Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
• Offer support and advice to internal and external clients, responding to queries within agreed SLA.
• Engage a senior agent with any challenges or barriers

Quality :

• Being proactive and responsible for client queries.
• Maintain and develop best practice as well as sharing best practice across the teams.
• Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
• Adhere to compliance and regulatory requirements.
• Achieve 95% or above on QA for customer contacts.
• Build knowledge of the relevant payment platform to enable comprehensive response to queries.

ADDITIONAL REQUIREMENTS :

• Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements.
• Effective communication skills are crucial.
• Additionally, the role requires a strong desire to take ownership and assist team members to drive the team’s overall performance.
• Conforming to the Convera Values is essential to this role.
• Demonstrate high levels of motivation and target-focused, able to work under pressure while holding customer satisfaction as paramount.
• To provide first line of contact for internal and external customers, responding to enrollment & post-payment queries, targeting real-time resolution in continuous improvement and service excellence.
• The hours will be Monday-Friday. 2 days a week are required in office and onsite in Costa Rica. The other 3 days can be remote. Time in office can be 8am-5pm, with an hour lunch or 830am-530pm and align with CST(Central time zone in USA Region).