Convera is seeking a Client Service Support Associate (German Speaker) in Vilnius, within the Customer Service department. This is a fixed-term role for 6 months.
In this role, you will facilitate a positive client journey by efficiently handling pre- and post-transaction queries, driving client satisfaction and retention. You will manage inquiries received online, via email, and phone calls, ensuring high quality and timely interactions. You will also support and encourage clients in using online digital tools and identify upsell opportunities in collaboration with the Sales team.
Responsibilities:
- Handle pre- and post-transaction queries with a professional demeanor.
- Resolve multi-channel client transaction queries, providing immediate answers where possible and escalating to Sales teams when necessary.
- Utilize business and product knowledge to identify opportunities for the Sales teams to meet additional client needs and increase revenue.
- Support and encourage clients to utilize digital platforms by demonstrating online tool functionality and benefits.
- Deliver high-quality, consistent interactions adhering to agreed SLAs and KPIs. Identify and propose areas for improvement and participate in team initiatives.
- Collect required data and documents from clients through proactive outreach and a reminder process, and support clients with ad-hoc process-related questions.
- Contribute to trend analysis to support strategic client experience enhancements.
- Perform administration and reporting tasks.
Requirements:
- Experience in a client-facing role with a professional telephone manner and the 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 is desirable.
- Proficiency in navigating computerized data entry systems and familiarity with office productivity tools (e.g., 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 largest non-bank B2B cross-border payments company globally, formerly Western Union Business Solutions. We offer technology-led payment solutions to over 30,000 customers, including small business owners, enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.
We foster a rewarding work environment with growth-minded, results-oriented individuals in an innovative setting. As a global company with employees in over 20 countries, we are passionate about diversity and inclusion, celebrating people from different backgrounds.
Benefits and Perks:
- 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).
