Customer Support Associate

Responsibilities

• Customer Query Management
• Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)
• Provide accurate, timely responses and first-contact resolution wherever possible
• Escalate complex queries to relevant internal teams when needed
• Deliver professional, empathetic, and consistent support in every interaction
• Guide customers - including students - through processes such as submissions, account access, and documentation
• Proactively follow up with customers to gather required information and ensure resolution
• Service Excellence & Performance
• Meet and exceed agreed SLAs and KPIs
• Maintain a high standard of quality and consistency across all interactions
• Build rapport with students and create a positive support experience
• Identify opportunities to improve the student journey and reduce friction points
• Administration & Continuous Improvement
• Maintain accurate and up-to-date records in internal systems
• Ensure all student requests are tracked and completed within deadlines
• Support team initiatives and contribute to process improvements
• Share feedback and suggest enhancements to improve service delivery

Requirements

• Essential Skills
• Strong English, written and verbal communication skills
• Ability to ask effective questions to understand student needs
• Confident using digital systems and platforms (e.g. CRM, ticketing tools, MS Office)
• Professional and friendly communication style
• Strong attention to detail and accuracy
• Ability to manage workload, prioritize tasks, and meet deadlines
• Resilient and able to handle challenging situations or complaints
• A proactive, self-motivated approach with a strong team mindset
• Desirable Experience
• Experience in a customer-facing support or service role
• Background in education, financial services, or other regulated environments
• Experience working in a fast-paced, high-volume support environment
• Demonstrated commitment to delivering an excellent customer experience
• A passion for helping customers succeed - whether they're students, businesses, or individual clients
• Someone who takes ownership and follows through on commitments
• A confident communicator who is not afraid to speak up or suggest improvements
• A positive, adaptable individual who thrives in a team environment
• About Convera
• Convera is the largest non-bank B2B cross-border payments company in the world. With decades of expertise and innovative payment solutions, we help organizations move money smarter and more efficiently across the globe.
• We're proud to support a diverse range of customers-from small businesses to global institutions-and we're equally committed to building a workplace that values inclusion, collaboration, and growth.

Benefits

Additional Information

Customer Support Associate at Convera Pune- WFO At Convera , we're looking for motivated, empathetic, and customer-focused individuals to deliver truly outstanding support experiences. As a Customer Support Associate , you will play a key role in supporting our customers - including students, institutions, corporate clients, and partners - through their journey with Convera. You will handle queries efficiently, resolve issues with care, and ensure every interaction is positive, clear, and professional. You will support customers across multiple channels (live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to customer satisfaction and retention. If you're passionate about helping others, solving problems, and delivering exceptional service in a fast-paced environment, this is the role for you.

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