Convera is seeking a Client Service Support Associate (Italian Speaker) to facilitate a positive client journey through efficient and timely handling of pre- and post-transaction queries, driving client satisfaction and retention. This role involves handling inquiries via online, email, and telephone with high consistency and timeliness. You will support and encourage clients in using online digital tools and identify upsell opportunities in collaboration with the Sales team.
Responsibilities:
- Request Handling: Manage pre- and post-transaction queries, maintaining a professional demeanor in client interactions.
- Query Resolution: Resolve multi-channel client transaction queries promptly, escalating to Sales teams when necessary to ensure responsive service.
- Revenue Generation: Utilize business and product knowledge to identify opportunities to refer clients to Sales teams, addressing additional needs and increasing revenue.
- Digital Adoption: Support and encourage clients to utilize digital platforms by demonstrating online tool functionality and benefits.
- Service Quality: Deliver high-quality, consistent interactions adhering to agreed SLAs and KPIs. Identify and propose areas for improvement and participate in team initiatives.
- Client Support: Assist in collecting required data and documents from clients through proactive outreach and reminder processes, and support clients with ad-hoc process-related questions.
- Trend Analysis: Contribute to trend analysis to support strategic client experience enhancements.
- Administration and Reporting.
Requirements:
- Experience in a client-facing role with a professional telephone manner and ability to build rapport.
- Excellent written and verbal communication skills, with the ability to ask probing questions.
- 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).
- Proficiency in navigating computerized data entry systems and familiarity with MS Office.
- Ability to handle objections and complaints.
- High degree of accuracy, attention to detail, and self-motivation.
- Strong team player.
- Ability to identify and implement efficiency improvements.
- Ability to deal effectively with people in various roles and build supportive relationships with key business contacts and stakeholders.
About Convera:
Convera is the world's largest non-bank B2B cross-border payments company, formerly Western Union Business Solutions. We provide technology-led payment solutions to over 30,000 customers globally, including small businesses, enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.
We foster a rewarding work environment with a focus on growth-minded, results-oriented individuals in an innovative setting. As a global company with employees in over 20 countries, we are passionate about diversity, inclusion, and belonging.
We Offer:
- Market competitive monthly gross salary starting at 2,100 EUR.
- Bonus for additional language.
- Great career growth and development opportunities in a global organization.
- Flexible work approach (6-10 days per month in the office).
- Generous insurance (health, disability, life).
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
- Ability to work from abroad for 60 days per year.
- Paid volunteering opportunities (5 days per year).
