Customer Support Associate

Customer Support Associate – Hong Kong

This is a hybrid role, split between our central Hong Kong office, and work from home.

As a Customer Support Associate with Convera based in our Hong Kong office, you will be responsible to provide Best-in-Class care to Convera customers from first contact through to resolution.  This role sits in our education support team.  We have a lot of universities who are clients who use our products and services to collect tuition fees from international students.  When these students need support, this team helps.  This role will bridge the gap between what our customers need and what we’re delivering – allowing us to constantly evolve and exceed customer expectations.

Objectives of this role

• Drive a seamless customer experience that creates positive sentiment for Convera brand.
• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Support the team and business goals by delivering Best in Class service to Convera customers.

Responsibilities

• Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment, utilizing phone and email.
• Quickly identify and solve problems of diverse scope on the spot.
• Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
• Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.
• Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations.
• Required to work on projects and assist with business improvements.
• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

Required skills and qualifications

• Essential - A minimum of 1 year of related experience, having provided the best levels of customer service by phone & email.
• Essential – Good Mandarin, Cantonese and English language skills – we speak to our customers in all 3 languages
• Preferred but not essential - Bachelor’s degree.
• Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others.
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Strong problem solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization.
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications.

About Convera:

Convera is the largest non-bank B2B cross-border payments company in the world. 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 law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive monthly gross salary, plus commission based on success
• Great career growth and development opportunities in a global organization
• A flexible approach to work
• Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
• Paid volunteering opportunities

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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