Customer Support AssociateFrench and English

Convera • Santa Ana, CA

2d • Hybrid

About The Position

As a Customer Care Specialist with Convera based in our Costa Rica office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. 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. Objective 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.

Requirements

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience (Finance, Banking, Accounting...)
• 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.
• Passion for providing an exceptional customer experience.
• 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
• Ability to communicate fluently in English and French, verbally and written

Nice To Haves

• Experience in customer-facing role with direct responsibility of managing customers.
• Experience with data analytics tools such as Power BI, Tableau.
• Excellent attention to detail.

Responsibilities

• Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment.
• 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.
• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints.
• 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.

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in office.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees