About the job
Join Convera as a Bilingual Customer Support Associate, where you will play a crucial role in providing top-tier service to our customers in both Portuguese and English. Based in our Santa Ana office, you will ensure a seamless customer experience from initial contact through to resolution, addressing any issues that may lead to dissatisfaction. This position is integral in closing the gap between customer expectations and our service delivery, driving continuous improvement in our customer care approach.
Key Objectives:
- Facilitate an exceptional customer experience that enhances the Convera brand reputation.
- Develop an extensive understanding of our diverse product offerings to provide personalized assistance and tailored recommendations.
- Contribute to the achievement of team and organizational goals by delivering exemplary service to our clients.
Core Responsibilities:
- Provide warm and professional support to customers via inbound, outbound, and eService channels in a high-volume, fast-paced environment.
- Quickly identify and resolve a variety of customer issues on the spot.
- Employ creative problem-solving skills to devise solutions using limited information and adapt existing strategies to address challenges.
- Assess processes, propose enhancements, measure outcomes, and iterate for continuous improvement. Strive for 'Best in Class Customer Care'.
- Achieve first contact resolution and proactively identify and eliminate barriers to outstanding service.
- Understand regulatory requirements and how Convera’s policies align with customer support and compliance obligations.
- Handle requests from external legal entities and global regulators regarding customer complaints.
- Assist in project work and business improvement initiatives.
- Support management in delivering analytical reporting, regulatory documentation, and management information, using data to provide a balanced overview.
