Customer Support Associate (Polish speaker)

Convera is seeking a Polish speaking Customer Support Associate to join our Peterborough office. In this role, you will provide internal support to the sales/operations group and may act as a liaison to clients. Main responsibilities include handling the administration of client transactions, pre/post-sales support, project/process management, daily banking, and other accounting and administrative functions. The individual will be required to have a thorough understanding of the transaction process, risk management rules and policies, and other industry-specific policies and procedures to support essential responsibilities.

You will be responsible for:

1. Handling incoming telephone calls and emails from both internal and external customers regarding pre and post-payment queries, in accordance with agreed SLAs and quality standards.
2. Ensuring that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
3. Providing transaction monitoring, frequent reporting, or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
4. Updating cases and clients regularly, in accordance with agreed SLAs.
5. Acting as a conduit (bridge) between Sales, Clients, and Operations.
6. Maintaining focus on personal and team goals, ensuring all incoming calls are handled within SLAs and all agreed callback timeframes to customers are adhered to.
7. Offering support and advice to internal and external clients, responding to queries within agreed SLAs.
8. Delivering professionally constructed and factual email communications within agreed SLAs.

You should apply if you have:

• Experience of working within a client-facing role, with a professional telephone manner and the ability to develop rapport with external customers; excellent written and verbal communication skills; ability to ask probing questions to understand customer needs.
• Fluency in Polish.
• Experience of working within a high-volume service delivery environment (desirable), with the ability to work under pressure and meet deadlines.
• Experience in Financial Services (desirable).
• Ability to navigate a computerized data entry system and familiarity with office productivity tools (e.g., MS Office).
• Ability to handle objections and complaints.
• High degree of accuracy, attention to detail, and 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, building and maintaining supportive relationships with key business contacts, including forging relationships with key stakeholders within the business.

We offer an abundance of competitive perks and benefits including:

• Opportunities for career growth and professional development within a global organization.
• A flexible approach to work to help you maintain a healthy work-life balance.
• Generous insurance coverage (health, disability, and life).
• Paid holidays, time-off, and leave policies for key life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days annually).
• Wellness days (3 days annually).

Join Convera and become part of a team that values innovation, collaboration, and excellence. Apply now to start your journey.

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