Customer Support Associate (Fixed term)

<p>Convera is seeking a <strong>Customer Support Associate</strong>. In this role you will provide internal support to the sales/operations group; may act as a liaison to client. Main responsibilities may include handling the administration of client transactions, pre/post-sales support, project/process management, daily banking, and other accounting and administrative functions. The individual will be required to have a thorough understanding and knowledge of the transaction process, risk management rules and policies, and other industry specific policy and procedures to support essential responsibilities. <strong>This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 11 am – 7.30 pm. This is a temporary position until June 2027.</strong></p> <p><strong><span style="text-decoration: underline;">Please note:</span> For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.</strong><br><br><span style="text-decoration: underline;"><strong>You will be responsible for:</strong></span><br><br>• Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.<br>• Ensure that all relevant information is input accurately and completely into Enterprise Case Management (ECM) and is updated each time an action is carried out relating to that client.<br>• Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.<br>• Update cases and clients regularly, in accordance with agreed SLAs.<br>• Act as conduit (Bridge) between Sales, Client and Operations<br>• Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.<br>• Offer support and advice to internal and external clients, responding to queries within agreed SLA.<br>• Deliver professionally constructed and factual email communications within agreed SLAs.<br><br><span style="text-decoration: underline;"><strong>You should apply if you have:</strong></span><br><br>• Experience of working within a Client facing role. Professional telephone manner with an ability to develop rapport with external customers, excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs.<br>• Experience of working within a high-volume service delivery environment (desirable). Ability to work under pressure