Customer Support Associate

Responsibilities

• Handle pre- and post-course queries via email, phone, and live chat
• Provide accurate, timely responses and aim for first-contact resolution
• Guide students through various processes including submissions, access, and documentation
• Escalate complex queries to relevant internal teams when necessary
• Maintain accurate and up-to-date records in internal CRM and ticketing systems
• Meet and exceed agreed SLAs and KPIs to ensure high student satisfaction
• Proactively follow up with students to ensure complete resolution of issues

Requirements

• Strong written and verbal English communication skills
• Proficiency with digital systems, including CRM and ticketing tools
• Experience using MS Office suite
• Strong attention to detail and accuracy in data management
• Excellent problem-solving skills and ability to manage workloads
• Ability to remain resilient and professional when handling challenging situations

Preferred Qualifications

• Previous experience in a student-facing or customer support role
• Background working in education, training, or financial services environments
• Experience working in a fast-paced, high-volume support environment

Benefits

• Competitive salary and annual bonus opportunities
• Career development opportunities within a global organization
• Flexible working approach
• Supportive and inclusive team environment

About the Company

Convera is the largest non-bank B2B cross-border payments company in the world. With decades of expertise and innovative payment solutions, we help organizations move money smarter and more efficiently across the globe.