Customer Care Associate (Italian speaker)

Convera is seeking a Customer Care Associate (Italian Speaker). In this role, you will provide high-quality customer and operational support across customer service, transaction processing, and collections activities. You will be responsible for handling customer enquiries, processing transactions, resolving account and payment-related issues, and supporting internal stakeholders while ensuring compliance with established policies, procedures, and service standards. The role requires strong problem-solving skills, attention to detail, and the ability to manage multiple priorities while delivering accurate, timely, and customer-focused outcomes. You will also contribute to continuous improvement initiatives, maintain accurate records, and collaborate with cross-functional teams to support efficient end-to-end customer experiences. This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 9 am – 6 pm. Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the permanent legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera. You will be responsible for: Manage customer enquiries and transactions across phone, case management, and digital channels. Resolve customer issues and requests efficiently while delivering high-quality customer experience. Process transactions accurately and in line with established procedures, controls, and service level agreements. Investigate and resolve overdue balances, outstanding items, and transaction discrepancies. Maintain accurate records and documentation to support compliance, audit, and reporting requirements. Prioritize workload effectively to meet KPIs, SLAs, and quality standards. Identify risks, exceptions, and process improvement opportunities, escalating issues where appropriate. Ensure adherence to regulatory, legal, and internal policy requirements. Collaborate with internal stakeholders to deliver seamless end-to-end customer outcomes. Support team performance through knowledge sharing, training, and continuous improvement activities. You should apply if you have: Customer-centric mindset with high levels of professionalism and resilience as well as strong service focus. Experience in customer support, operations, deal desk, or transactional roles. Strong attention to detail and data accuracy. Ability to remain effective under pressure while managing complex or sensitive customer situations Excellent written and verbal English language communication skills, including explaining complex or regulated information clearly. Proven ability to follow defined processes and procedures while applying sound judgment. Ability to manage multiple work types in a fast-paced, case-driven environment. Continuous improvement mindset and willingness to learn. About Convera Convera is the largest non-bank B2B cross-border payments company in the worl...