Client Support Associate – Hong Kong

Salary range = $260K - $266K

This is a B2B customer service position based in our central Hong Kong office, with the opportunity to also work from home

IMPORTANT – this role mirrors Australian office hours, so currently in Hong Kong the working hours will be 11am – 7.30pm (this will change later in the year when Australian clocks change)

You will be responsible for:

Request Handling - Pre & post-transaction queries:

Resolving multi-channel Customer transaction queries providing answers immediately where possible and escalating to internal teams when required, to ensure delivery of responsive service to Convera’s clients.
Particularly, this role sits in our education team, so you will be helping students to pay their university tuition fees to Universities who are Convera's clients.
Utilizing business and product knowledge to identify opportunities to refer to Sales teams, to meet additional Client needs and increase revenue.
Adhering to agreed SLAs and KPIs
Delivering high quality, consistent interactions.
Handling clients contact with a professional demeanour.
Supporting in collecting required documents from clients by proactively reaching out to clients, following a defined process

Administration and Reporting:

Maintain accurate SFDC (salesforce) records.
Ensure that client requests are handled on time and with accuracy.
Participate in team initiatives as needed.
Identifies areas of improvement and puts them forward to the team.

Skills & experience required:

A passion for providing only the best level of customer service to corporate clients (B2B)
We would like you to have previously worked in a process led role where you have demonstrated a high level of attention to detail and followed a defined process, preferably within the financial services industry
Cantonese and Mandarin language skills are required to be considered for this role
Excellent written and verbal communication skills in English.
Ability to ask probing questions to understand customer needs.
Ability to navigate a computerized data entry system.
Familiarity with office productivity tools e.g. MS Office, outlook, excel, Salesforce.
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
Ability to work under pressure.
Ability to meet deadlines/high sense of urgency.
Strong team player

About Convera:

Convera is the largest non-bank B2B cross-border payments company in the world. 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 serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

Market competitive monthly gross salary
Great career growth and development opportunities in a global organization
A flexible approach to work
Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
Paid volunteering opportunities

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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Customer Support Associate

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