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. 

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.
• 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.

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 – Fluent Cantonese and English language skills – we speak to our customers in both languages
• Preferred but not essential - Bachelor’s degree.
• Preferred but not essential – Mandarin language skills
• 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.
• Attention to detail – does your CV have spelling errors? You may not be invited to interview if so.
• 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.

About Convera:

Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech-led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera’s financial network spans more than 140 currencies and 200 countries and territories. 

Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand 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:  

• Competitive salary 

• Great career growth and development opportunities in a global organization  

• Corporate benefits  

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! 

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