Customer Support Associate (Fixed term)
$25,200–$25,200 year
HybridVilnius, Vilnius, Lithuania
Job Summary
Handle incoming telephone calls and emails from internal and external customers regarding pre and post-payment queries, ensuring all interactions meet agreed SLAs and quality standards. Input relevant information accurately into Enterprise Case Management (ECM) and update cases regularly to maintain client records. Act as a liaison between Sales, Clients, and Operations to manage transaction administration, pre/post-sales support, and project processes. Provide transaction monitoring, frequent reporting, and serve as a dedicated point of contact for agreed clients as directed by the Team Leader. Deliver professionally constructed email communications while adhering to strict deadlines and callback timeframes. This fixed-term role begins Monday to Friday, 11 am – 7.30 pm, with onsite presence 2-3 times per week. Visa sponsorship is unavailable; candidates must have permanent legal right to work. Convera serves over 30,000 customers globally in B2B cross-border payments.
Required Qualifications
- Permanent legal right to work in the country they apply to
- Ability to start and maintain employment without visa support from Convera
- Experience of working within a Client facing role
- Professional telephone manner
- Ability to develop rapport with external customers
- Excellent written and verbal communication skills
- Ability to ask probing questions to understand customer needs
- Ability to navigate a computerized data entry system
- Familiarity with office productivity tools e.g. MS Office
- Ability to handle objections and complaints
- High degree of accuracy
- Attention to detail
- Self-motivation
- Strong team player
- Ability to identify and implement ways of improving efficiency
- Ability to deal effectively with all people in a variety of roles
- Ability to build and maintain supportive relationships with key business contacts
- Ability to forge relationships with key stakeholders within the business
- Thorough understanding and knowledge of the transaction process
- Knowledge of risk management rules and policies
- Knowledge of other industry specific policy and procedures
- Hybrid work model (onsite 2-3 times per week)
- Working hours Monday to Friday, 11 am – 7.30 pm
- Fixed term position until August 2027
Desired Qualifications
- Experience of working within a high-volume service delivery environment
- Experience of working with Financial Services
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