Customer Support Associate – Singapore (12 month FTC)

As a Customer Support Associate with Convera based in our Singapore office, you will be responsible for providing Best-in-Class care to Convera’s clients from the education sector, from first contact through to resolution.

• This is a hybrid role, split between our central Singapore office (min 2 days p/w), and work from home.
• Mon – Fri, 8.30am – 5.30pm
• This position is a 12 month Fixed Term Contract
• Salary SGD $4,000 - $4,400 per month

In your role as Customer Support Associate, you will be:

• Handling online requests from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Channels: Cases, emails and phone calls.
• Keying in transactions, sending customer communications and processing payments
• Running, analyzing and providing reporting to internal and external clients
• Working closely with our Front Office teams to provide our clients with unrivalled levels of customer service
• Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise
• Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients
• You must be able to work well independently and as part of a team, be it in an office or remote environment

Required skills and qualifications

• Essential - A minimum of 1 years’ related experience, having provided the best levels of customer service by phone & email. We don’t mind what industry you gained this experience within.
• Essential – Fluent English language skills, as this role provides customer service to our education industry clients based in Australia and New Zealand
• Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others.
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• Attention to detail – does your CV have spelling errors? You may not be invited to interview if so.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Strong problem solving and conflict resolution capabilities.
• 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. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera’s financial network spans more than 140 currencies and 200 countries and territories.
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.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

As a Customer Support Associate with Convera based in our Singapore office, you will be responsible for providing Best-in-Class care to Convera’s clients from the education sector, from first contact through to resolution.

• This is a hybrid role, split between our central Singapore office (min 2 days p/w), and work from home.
• Mon – Fri, 8.30am – 5.30pm
• This position is a 12 month Fixed Term Contract
• Salary SGD $4,000 - $4,400 per mont

In your role as Customer Support Associate, you will be:

• Handling online requests from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Channels: Cases, emails and phone calls.
• Keying in transactions, sending customer communications and processing payments
• Running, analyzing and providing reporting to internal and external clients
• Working closely with our Front Office teams to provide our clients with unrivalled levels of customer service
• Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise
• Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients
• You must be able to work well independently and as part of a team, be it in an office or remote environmen