Customer Support Specialist – German/French Speaker

About the role

Convera is looking for a Customer Support Specialist who is fluent in German or French to join its operations team. Working in a hybrid model (2‑3 days onsite per week) you will handle complex customer inquiries, process transactions, and support collections while ensuring compliance and service excellence.

Key responsibilities

• Manage customer interactions via phone, case management system, and digital channels, delivering high‑quality support.
• Own escalated and non‑routine cases, investigate issues, and drive resolutions balancing customer outcomes, operational efficiency, and risk.
• Process and validate customer transactions in line with procedures, SLAs, and regulatory requirements.
• Act as an escalation point for team associates, providing guidance on customer, transaction, and process queries.
• Investigate overdue balances, support reconciliation and collections activities.
• Maintain accurate documentation and ensure compliance with legal, regulatory, and internal policies.
• Prioritize workload to meet service quality standards, SLAs, and KPI targets.

Required profile

• 2–4 years of experience in customer support, deal desk, collections, or related operational roles.
• Proven ability to work independently while following defined procedures.
• Experience handling escalations and non‑routine scenarios within clear frameworks.
• Strong analytical, documentation, and problem‑solving abilities.
• Excellent written and verbal English communication skills.
• High attention to detail, accuracy, and compliance.
• Customer‑centric mindset with resilience in complex situations.
• Ability to manage multiple tasks in a fast‑paced environment and remain effective under pressure.

Required skills