Customer Support Associate

About the role

Convera is looking for a Customer Support Associate to deliver high‑quality support across customer service, transaction processing, and collections. You will handle enquiries, process transactions accurately, and ensure compliance with company policies and regulatory requirements while working in a hybrid model.

Key responsibilities

• Handle inbound and outbound interactions via phone, email, case management, and digital channels.
• Resolve customer enquiries using established procedures and product knowledge, escalating complex cases when needed.
• Drive First Contact Resolution while meeting service, quality, and productivity targets.
• Process requests accurately and keep records up‑to‑date in relevant systems.
• Communicate complex information clearly and professionally.
• Investigate and resolve issues, ensuring regulatory and internal policy compliance.
• Identify recurring issues, suggest process improvements, and collaborate with internal teams for end‑to‑end outcomes.

Required profile

• Minimum 1 year of experience in customer support, service, or a contact‑center environment.
• Excellent written and verbal English communication skills.
• Proven ability to follow procedures while applying judgment to multi‑step issues.
• Strong problem‑solving and conflict‑resolution abilities.
• High level of professionalism, resilience, and customer focus.

What we offer

• Market‑competitive monthly gross salary starting at 2,100 EUR.
• Great career growth and development opportunities in a global organization.
• Flexible hybrid work model (2‑3 days onsite per week).
• Generous insurance coverage (health, disability, life).
• Paid holidays, wellness days, and volunteering opportunities.