Customer Support Associate

Convera; Singapore; On-site; SGD 54,000 - 59,000; Full time

Benefits offered by this job

Commission-based pay

Career growth opportunities

Flexible work approach

Paid holidays & leave

Volunteer opportunities

Job summary

Convera in Singapore is seeking a Customer Support Associate to provide best-in-class care from first contact to resolution across phone, email and chat channels. The role emphasizes strong communication, problem solving and a customer-centric mindset in a fast-paced environment.

Ideal candidates have at least 1 year in customer service, fluent English, and Singapore PR or citizenship; Mandarin or Cantonese is a plus but not required. Competitive salary and benefits offered.

Qualifications

• Minimum 1 year of related experience delivering customer service by phone and email.
• Fluent English language skills in Singapore office.
• Singapore Permanent Resident or Citizen required.

Responsibilities

• Deliver professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment, via phone and email.
• Identify and solve problems on the spot.
• Drive first contact resolution and remove barriers to service.
• Understand regulatory requirements and Convera policies and processes.
• Work on projects and assist with business improvements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Empathy

Job description

As a Customer Support Associate with Convera based in our Singapore office, you will be responsible for providing Best-in-Class care to Convera’s clients, from first contact through to resolution, utilising multiple channels (phone, email, chat)

Salary range $54,000 - $59,000 SGD ($4,500 - $4,916 per month)

Objectives 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 professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment, utilizing phone and email.
• Quickly identify and solve problems of diverse scope on the spot.
• 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.

Required skills and qualifications

• Essential - A minimum of 1 years’ related experience, having provided the best levels of customer service by phone & email. We don’t mind what industry you gained this experience within, but Financial Services experience will make your application stand out.
• Essential – Fluent English language skills, as we speak English in our Singapore office
• Essential – you must be a Singapore Permanent Resident or Citizen to be considered for this role
• Preferred – either Mandarin or Cantonese language skills – as some of our clients prefer to converse in these languages (but this is not essential to have)
• Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others.
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• Attention to detail – does your CV have spelling errors? You might not be invited to interview if so.
• A passion for Best-in-Class Customer Care - a Customer Champion!
• Strong problem solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.

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, plus commission based on success
• 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.

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