Customer Service Representative

Role- Customer Support Associate

Location- Sangamwadi, Pune

Shifts- UK/US Shifts (with cab facility)

Process- Blended (Voice and Chat)

Required experience- 3+ years

Key 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

Skills & Experience

• 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)
• 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
• 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

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.

Ready to Apply If you're ready to build a rewarding career helping students succeed while delivering exceptional support, we'd love to hear from you.