Customer Support Associate (French Speaker)

As a Customer Support Associate (French Speaker) at Convera, your primary responsibilities include handling incoming calls and emails from internal and external customers about pre and post-payment queries. You will ensure accurate data entry into SFDC, provide transaction monitoring, and maintain regular updates of client cases. Acting as a bridge between Sales, Clients, and Operations, you’ll focus on meeting response times and delivering professional email communications, all while fostering supportive relationships with key business contacts.

To qualify for the Customer Support Associate (French Speaker) role at Convera, candidates should possess experience in a client-facing role, specifically showcasing a professional telephone manner and exceptional communication skills in both English and French. A familiarity with high-volume service delivery environments, financial services experience, and proficiency in German are desirable. You’ll also need strong attention to detail and the ability to handle objections effectively.

The work environment for a Customer Support Associate (French Speaker) at Convera is dynamic, collaborative, and innovative. You will engage with a passionate team that embraces diversity and values each employee's contributions. With a flexible approach to work, allowing for a mix of in-office and remote work, you'll find a culture of inclusion that encourages personal and professional growth while serving our diverse customer base.

As a Customer Support Associate (French Speaker) at Convera, you’ll be part of a global organization that values career development. There's a great emphasis on growth, with opportunities to expand your skills and advance within the company. You will also enjoy a supportive environment where innovative ideas are encouraged, creating a pathway for your career progression in the B2B payments industry.

Convera offers a competitive package for its Customer Support Associate (French Speaker), starting with a monthly gross salary and additional monthly language bonuses. Employees benefit from comprehensive health and lifestyle insurance, generous paid holidays, and opportunities for remote work. Convera promotes work-life balance with its flexible approach, ensuring that team members can thrive both personally and professionally.

When answering this question, highlight your interest in B2B payments and your passion for customer service. Share specific aspects of Convera that excite you, such as its commitment to inclusion and diversity and innovative solutions in the payment industry, demonstrating that you align with the company’s values.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Clearly describe the situation, what the customer's issue was, the actions you took to resolve it, and the positive outcome. Highlight your communication skills and ability to remain calm under pressure.

Explain your organizational skills and techniques for prioritization, such as assessing the urgency of inquiries or using task management tools. Emphasize your ability to maintain high quality service while effectively managing time and multiple client requests.

Discuss the importance of active listening and empathy in customer interactions. Mention strategies you use to understand customer needs better and how you maintain a professional demeanor while building relationships, ultimately emphasizing the goal of providing exceptional service.

Communicate your commitment to lifelong learning and professional development. Mention specific resources you utilize, such as industry webinars, forums, or relevant publications, that keep you informed about customer support trends, especially in financial services.

Illustrate your proactive nature with a concrete example where you identified an inefficiency in a process. Discuss the steps you took to implement improvements and the positive results that followed, emphasizing your ability to drive change in a fast-paced environment.

Outline your approach for handling dissatisfied customers, focusing on active listening, acknowledging their concerns, and proposing solutions or alternatives. Keep the response centered on empathy and the goal of turning a negative experience into a positive one.

Explain your strategies for maintaining accuracy, such as double-checking work, using checklists, or streamlining data entry processes. Emphasize your commitment to quality service even when juggling multiple tasks.

Provide details of your experience with data entry systems and your familiarity with office productivity tools like MS Office. Highlight your attention to detail and commitment to accuracy, which are essential in maintaining client information effectively.

Emphasize the critical role of clear communication in ensuring customer satisfaction. Discuss how effective communication contributes to understanding customer needs, effectively resolving issues, and building long-term relationships, thereby enhancing the overall customer experience at Convera.