Customer Support Associate

Customer Support Associate

Convera | Pune – Work from Office

At Convera, we’re looking for motivated, empathetic, and customer-focused individuals to deliver a truly outstanding student experience. As a Customer Support Associate, you will play a key role in guiding students (prime customers) through their journey—handling queries efficiently, resolving issues with care, and ensuring every interaction is positive, clear, and supportive. You will support students across multiple channels (Live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to student 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.

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 customers and create a positive support experience
• Identify opportunities to improve the customer journey and reduce friction points

Administration & Continuous Improvement

• Maintain accurate and up-to-date records in internal systems
• Ensure all customer 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

Essential Skills

• Strong written and verbal English communication skills
• Ability to ask effective questions to understand customer 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, prioritise 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

What We're Looking For

• 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

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

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