Customer Support Associate

Convera is seeking a Customer Support Associate to join our Education team. In this role, you will provide high-quality support to our education clients, including universities and other educational institutions, helping them manage queries relating to student payments and associated services. You will work closely with internal teams, including Sales, Operations, Payments, and Compliance, acting as a key point of contact to ensure client and student queries are handled efficiently and professionally.

Your responsibilities will include supporting the administration and investigation of student payment transactions, responding to pre- and post-payment queries, liaising with internal teams and external partners to resolve payment issues, and supporting day-to-day operational and administrative activities. You will develop a strong understanding of the education payment journey, including transaction processes, payment investigations, refunds, risk and compliance requirements, and Convera's policies and procedures. You will use this knowledge to provide clear, accurate, and timely support to our education clients and their students, while delivering a positive customer experience. The successful candidate will be customer-focused, organised, and confident communicating with both clients and internal stakeholders, with the ability to manage multiple queries and priorities in a fast-paced environment.

Working Model: Hybrid, with onsite working 2–3 days per week. Working Hours: Monday to Friday, 9 am–5:30 pm.

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.

• Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.

• Ensure that all relevant information is input accurately and completely into Enterprise Case Management (ECM) and is updated each time an action is carried out relating to that client.

• Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.

• Update cases and clients regularly, in accordance with agreed SLAs.

• Act as conduct (Bridge) between Sales, Client and Operations.

• Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.

• Offer support and advice to internal and external clients, responding to queries within agreed SLA.

• Deliver professionally constructed and factual email communications within agreed SLAs.

• Experience of working within a Client facing role. Professional telephone manner with an ability to develop rapport with external customers, excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs.

• Experience of working within a high-volume service delivery environment (desirable). Ability to work under pressure and ability to meet deadlines/high sense of urgency.

• Experience of working with Financial Services (desirable).

• Ability to navigate a computerized data entry system and familiarity with office productivity tools e.g. MS Office.

• Ability to handle objections and complaints.

• High degree of accuracy, attention to detail and self-motivation.

• Ability to identify and implement ways of improving