Customer Support Associate

Customer Support Associate – Hong Kong

As a Customer Support Associate with Convera based in our Hong Kong office, you will be responsible to provide Best-in-Class care to Convera customers from first contact through to resolution.

• This role is Monday – Friday, standard office hours

• This is a hybrid role, split between our central Hong Kong office (Quarry Bay MRT), and work from home.

• Salary on offer = $240K - $325K HKD ($20K - $27K 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.

• Deliver friendly and 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.

• 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 leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

Required skills and qualifications

• Essential - A minimum of 1 year of related experience, having provided the best levels of customer service by phone & email (ideally in a financial services environment, but not essential)

• Essential – Good Mandarin, Cantonese and English language skills – we speak to our customers in all 3 languages

• Essential – you must be a Hong Kong Citizen or Permanent Resident to be considered for this role

• 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.

• 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.

• 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.

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