Client Support Associate
2 weeks ago
Join to apply for the Client Support Associate role at Convera The role of the Client Support Associate is to facilitate a positive journey for Convera clients through the efficient and timely handling of pre- and post-transaction queries (B2B payments), driving client satisfaction and retention. This is a B2B customer service position based in our central Singapore office, with the opportunity to also work from home up to 3 days per week. Key Responsibilities Handling online requests from both internal and external customers in relation to pre- and post-payment queries, in accordance with agreed SLAs and quality standards. Managing cases, emails and phone calls, occasionally. Keying in transactions, sending customer communications and processing payments. Accurately and completely inputting relevant information into ECM (Enterprise Case Management) and updating each time an action is carried out. Maintaining effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality. Adhering to SLAs and following up with customers on all incoming requests. Ensuring compliance and regulatory requirements are followed. Building knowledge of the relevant payment platform to enable comprehensive response to queries. Providing standard reporting to internal stakeholders on an ad‑hoc basis and more regularly where agreed. Following the correct escalation process, if required. Working on projects and assisting with business improvements. Experience Requirements Permanent Resident or Citizen of Singapore. Experience in a busy team in a client‑facing function within the financial services sector. Industry experience such as Money Services Business, Payment Processing or Banks is highly regarded. Preferred – either Mandarin or Cantonese language skills. A passion for excellence in customer service and a proven track record for embedding this passion in team culture. Maintain and exceed personal and team targets while meeting tight deadlines. Strong written and oral communication skills, able to clearly explain complex information to customers and internal stakeholders. Strong problem solving and conflict resolution capabilities. Demonstrated attention to detail through error‑free record keeping and meticulous scheduling. Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet. Proactive and not afraid to speak up should you see something you don’t think looks right. Ability to learn and adapt quickly to new technology and processes. About Convera Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech‑led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand our team with growth‑minded, results‑oriented people who are looking to move fast in an innovative environment. Competitive Perks and Benefits Market competitive monthly gross salary. Great career growth and development opportunities in a global organization. Generous insurance (health, disability, life). Hybrid mode (2 days at the office minimum – 77 Robinson Road, Singapore). Paid holidays, time‑off and leave policies for life events (maternity, paternity, adoption). Paid volunteering opportunities (5 days per year). #J-18808-Ljbffr
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