Client Service Support Associate (Italian Speaker)
Overview
Convera is seeking a Client Service Support Associate (Italian Speaker). In this role you’ll 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 handles inquiries placed online, emailed and via telephone calls to a high consistent quality, and on-time interactions are key. This role supports and encourages Clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team. This is a 12 months contract with possibility to make it permanent.
Responsibilities
* Request Handling – Pre & post-transaction queries, handling client contact with a professional demeanor.
* 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.
* Deliver high-quality, consistent interactions adhering to agreed SLAs and KPIs. Identify areas of improvement and propose them to the team; participate in team initiatives as needed.
* Support in collecting required data and documents from clients by proactively reaching out, following a reminder process and assisting with ad-hoc questions relating to process.
* Contribute towards trend analysis to support strategic client experience enhancements.
* Administration and Reporting.
Qualifications
* Experience in a client-facing role with professional telephone manners and strong written and verbal communication skills; ability to ask probing questions to understand customer needs.
* Experience in a high-volume service delivery environment; ability to work under pressure and meet deadlines with a high sense of urgency.
* Experience in Financial Services (desirable).
* Ability to navigate a computerized data entry system and familiarity with office productivity tools (e.g., MS Office).
* Ability to handle objections and complaints with a high degree of accuracy and attention to detail; self-motivated and a strong team player.
* Ability to identify and implement ways of improving efficiency and to build and maintain 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. Convera serves more than 30,000 customers across various sectors.
Benefits
* Market competitive monthly gross salary starts at 2,200 EUR
* Bonus for additional language
* 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 and leave policies for life events (maternity, paternity, adoption)
* Work from abroad 60 days per year
* Paid volunteering opportunities (5 days per year)
There are many opportunities at Convera for talented, creative problem solvers who aim to transform Business to Business payments.
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