Convera is seeking a Client Service Support Associate (Italian Speaker) in Vilnius, within the Customer Service department. This role facilitates a positive client journey through efficient handling of pre- and post-transaction queries, aiming to drive client satisfaction and retention. The role involves managing inquiries via online, email, and telephone, ensuring high quality and timely interactions. You will also support clients in using online digital tools and identify upsell opportunities in collaboration with the Sales team. This is a 12-month contract with the possibility of becoming permanent.

Responsibilities:

• Request Handling: Manage pre- and post-transaction queries with a professional demeanor.
• Query Resolution: Resolve multi-channel client transaction queries, providing immediate answers where possible and escalating to Sales teams when necessary.
• Opportunity Identification: Utilize business and product knowledge to identify opportunities to refer clients to Sales teams, addressing additional needs and increasing revenue.
• Digital Platform Support: Encourage clients to use digital platforms by demonstrating online tool functionality and benefits.
• Service Delivery: Deliver high-quality, consistent interactions adhering to SLAs and KPIs. Identify and propose areas for improvement and participate in team initiatives.
• Client Data Support: Assist in collecting required client data and documents through proactive outreach and reminder processes, and support clients with ad-hoc process-related questions.
• Trend Analysis: Contribute to trend analysis to enhance strategic client experience.
• Administration and Reporting.

Requirements:

• Experience in a client-facing role with a professional telephone manner and ability to build rapport.
• Excellent written and verbal communication skills, with the ability to ask probing questions.
• Experience in a high-volume service delivery environment.
• Ability to work under pressure and meet deadlines with a high sense of urgency.
• Experience in Financial Services is desirable.
• Proficiency in navigating computerized data entry systems and familiarity with MS Office.
• Ability to handle objections and complaints.
• High degree of accuracy, attention to detail, and self-motivation.
• Strong team player.
• Ability to identify and implement efficiency improvements.
• Ability to deal effectively with people in various roles and build supportive relationships with business contacts and stakeholders.

About Convera:

Convera is the world's largest non-bank B2B cross-border payments company, formerly Western Union Business Solutions. We provide technology-led payment solutions to over 30,000 customers globally. We foster a culture of growth, innovation, diversity, inclusion, and belonging.

Benefits and Perks:

• Market competitive monthly gross salary starting at 2,200 EUR.
• Bonus for additional language.
• Great career growth and development opportunities in a global organization.
• Flexible work approach (6-10 days per month in the office).
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events.
• Work from abroad for 60 days per year.
• Paid volunteering opportunities (5 days per year).