OPCSCS03 - Customer Support Associate

Job Summary 

As a Customer Care Associate 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. 

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. 
• Required to work on projects and assist with business improvements.  
• Supports with student queries such as payment status, general student queries about the Convera portal.  

Required skills and qualifications 

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience. 
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders. 
• Must be able to communicate in English and French.
• 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. 

Preferred skills and qualifications 

• Experience in customer facing role with direct responsibility of managing customers. 
• Experience with Microsoft office tools (Word, Excel, PowerPoint, PowerBi)
• Experience using Salesforce
• Excellent attention to detail. 
• Ability to communicate in more than one language. English/French speakers are required for this role.