Customer Support Specialist - Ops - Customer ServiceThe role of the Specialist - Client Services is to facilitate a positive journey for Clients through the efficient and timely handling of pre- and post-transaction queries, driving Client satisfaction and retention.This role supports and encourages Clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team**We are looking to someone to cover NZ region**:Roster TimingAuckland Time Costa Rica TimeStart8.30am 2.30pm previous day9.00am 3.00pm previous dayEnd5.00pm 11.00pm previous day5.30pm 11.30pm previous dayDuty/Responsibility Percentage of TimeRequest Handling - Pre & post-transaction queries- Resolve multi-channel Client transaction queries providing answers immediately where possible and escalating to Sales teams when required, to ensure delivery of responsive service to Clients.- Utilize business and product knowledge to identify opportunities to refer to Sales teams, to meet additional Client needs and increase revenue.- Support and encourage clients to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits.- Adhere to agreed SLAs and KPIs- Delivers high quality, consistent interactions- Handle clients contact with a professional demeanor- Support in collecting required documents from clients by proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process- Contribute towards trend analysis of calls to support strategic client experience enhancements.80%Administration and Reporting- Maintain accurate SFDC records- Ensure that client requests are handled on time and with accuracy- Participate in team initiatives as needed- Identifies areas of improvement and put them forward to the team20%Individual Contributor- Professional individual contributor- Early acquisition of knowledge and skills for specific area of expertiseLeadership- No line management responsibilities- Required to role model client service and support- Empowers self and others to do their best, highest value work- Drives and owns professional career and development- Contributes to a high performing team and environments- Demonstrates the company culture, values, and behavioursManagement and Planning- Performs transactions in line within agreed role boundaries and processes- Understands and adheres with company and function policies/procedures- Accountable for quality and delivery of end results- Brings a continuous improvement mindset- Efficiently uses resources - time, budget, etcBusiness Impact- Manages own workload and monitors the team calendar to ensure payments are prioritized- Performs routine assignments- Developing problem solving capability- Takes direction from others- Spectrum of beginner to intermediate to advanced skills and competencies as required by the roleCustomer Focus- Daily interaction with clients to fulfill their requirements- Influences and supports clients in using digital self-service tools- Ensures results positively influence customer experience and team/dept. operations- Provides effective communication- Understands our business and our customers; ensures the best customer experience- Positively promotes company internally and externally**Qualifications**:- High School / University Diploma or equivalent level of qualification for the geography- Experience of working within a client facing role- Experience of working within a high-volume service delivery environment - desirable- Experience of working with Financial Services - desirableSkill AreaTechnical Skills- Ability to navigate a computerized data entry system- Familiarity with office productivity tools e.g. MS Office, outlook, excel, SFDCSoft Skills- Professional telephone manner with an ability to develop rapport with external customers- Ability to handle objections and complaints- High degree of accuracy and attention to detail- High degree of self-motivation- Excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs- Ability to work under pressure- Ability to meet deadlines/high sense of urgency- Strong team player- Ability to identify and implement ways of improving efficiency- Networks to build internal and external relationships- Ability to deal effectively with all people in a variety of roles, build and- Maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the businessAbout ConveraConvera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serve
