Czech Speaking Customer Support (Permanent Role) at Convera

📍 Job Overview

Job Title: Czech Speaking Customer Support (Permanent Role)
Company: Convera
Location: Prague, Praha, Czechia
Job Type: On-site
Category: Customer Support
Date Posted: 2025-07-11
Experience Level: 0-2 years

🚀 Role Summary

Handle pre- and post-transaction queries from clients in Czech and English
Support clients in using digital tools and identify upsell opportunities
Deliver high-quality, consistent interactions while meeting agreed SLAs and KPIs
Contribute to trend analysis for strategic client experience enhancements

📝 Enhancement Note: This role requires strong communication skills, cultural understanding, and the ability to thrive in a high-volume service delivery environment.

💻 Primary Responsibilities

Request Handling: Facilitate positive client journeys by efficiently handling pre- and post-transaction queries via multiple channels (online, email, phone)
Client Support: Resolve client transaction queries promptly, escalating to sales teams when necessary, and encourage clients to use digital platforms
Opportunity Identification: Utilize business and product knowledge to identify upsell opportunities and refer clients to sales teams
Data Collection: Support clients in providing required data and documents, following a reminder process and addressing ad-hoc questions
Administration & Reporting: Contribute to administrative tasks and generate reports as required

🎓 Skills & Qualifications

Education: High school diploma or equivalent

Experience: 0-2 years in a client-facing role, preferably in financial services or a high-volume service delivery environment

Required Skills:

Fluent Czech and good level of English
Professional telephone manner and excellent communication skills (written and verbal)
Ability to work under pressure and meet deadlines
Strong attention to detail and self-motivation
High sense of urgency and ability to multitask
Strong team player with a collaborative mindset

Preferred Skills:

Experience working with financial services or similar industries
Familiarity with office productivity tools (e.g., MS Office)
Ability to handle objections and complaints

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials showcasing successful client interactions
Highlight any experience in upselling or cross-selling products/services to clients
Showcase ability to work under pressure and meet deadlines through relevant projects or achievements

Technical Documentation:

Provide examples of reports or administrative tasks completed in previous roles
Include any performance metrics or client feedback demonstrating consistent, high-quality interactions

💵 Compensation & Benefits

Salary Range: Not specified. Research suggests the average salary for a Customer Support Representative in Prague is around 25,000 - 35,000 CZK per month (approx. 1,000 - 1,400 EUR). However, this can vary based on experience and the specific company.

Benefits:

Competitive salary and benefits package
Opportunity to work in a global, growing organization
Collaborative and inclusive work environment

Working Hours: Full-time, 40 hours per week. May include shift work to cover different time zones.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (30,000+ customers globally)

Founded: Not specified

Team Structure:

Global customer support team with representatives in multiple countries
Collaborative and inclusive work environment, with a focus on diversity and belonging

Development Methodology:

Not specified, but likely involves Agile or similar methodologies for continuous improvement and client-focused solutions

Company Website: Convera

📝 Enhancement Note: Convera is a global leader in B2B cross-border payments, with a strong focus on client satisfaction and retention. This role offers an opportunity to work in a dynamic, international environment and contribute to the company's growth.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to intermediate, with opportunities for growth and development within the customer support team or other departments

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager

Technical Impact: Directly impacts client satisfaction and retention through efficient and effective query resolution

Growth Opportunities:

Progression within the customer support team (e.g., Team Lead, Manager)
Transition to other departments (e.g., Sales, Product, or Operations) with relevant experience and skills

📝 Enhancement Note: This role provides an excellent starting point for a career in customer support or financial services, with opportunities for growth and development within a global organization.

🌐 Work Environment

Office Type: Modern, collaborative office space with a focus on employee well-being and comfort

Office Location(s): Prague, Czechia

Workspace Context:

Open-plan office with dedicated workspaces for customer support representatives
Access to relevant tools and technologies for efficient query resolution and client support
Collaborative work environment with opportunities for team interaction and knowledge-sharing

Work Schedule: Full-time, with shift work to cover different time zones and ensure 24/7 client support

📝 Enhancement Note: Convera's Prague office offers a modern, collaborative work environment with a focus on employee well-being and growth. The customer support team works closely together to ensure high-quality client interactions and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
In-depth phone or video interview to discuss experience, skills, and career goals
On-site or virtual assessment center to evaluate problem-solving skills, teamwork, and customer service abilities

Portfolio Review Tips:

Highlight successful client interactions and upselling/cross-selling achievements
Include any performance metrics or client feedback demonstrating consistent, high-quality interactions
Tailor the portfolio to showcase relevant skills and experiences for the customer support role at Convera

Technical Challenge Preparation:

Familiarize yourself with Convera's products and services, as well as the financial services industry
Prepare examples of successful client interactions and problem-solving scenarios
Practice common customer service scenarios and role-play with friends or family members

ATS Keywords: Customer support, client interaction, query resolution, upselling, cross-selling, financial services, communication skills, problem-solving, teamwork, customer service

📝 Enhancement Note: Convera's interview process focuses on assessing communication skills, cultural fit, and problem-solving abilities. By preparing relevant examples and tailoring your portfolio to the role, you can demonstrate your suitability for the customer support position.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Computerized data entry system for query tracking and resolution
Office productivity tools (e.g., MS Office) for administrative tasks and reporting
Collaboration tools (e.g., Slack, Microsoft Teams) for team communication and knowledge-sharing

Company-Specific Technologies:

Convera's proprietary cross-border payment platform for client transactions and query resolution
Customer relationship management (CRM) system for client data and interaction tracking

📝 Enhancement Note: Convera utilizes a range of customer support tools and proprietary technologies to facilitate efficient query resolution and client support. Familiarizing yourself with these tools and technologies will be essential for success in the customer support role.

👥 Team Culture & Values

Customer Support Values:

Client-centric approach, with a focus on delivering exceptional client experiences
Collaborative and inclusive work environment, with a focus on diversity and belonging
Continuous improvement and innovation, with a commitment to driving client satisfaction and retention

Collaboration Style:

Open and collaborative team culture, with regular team meetings and knowledge-sharing sessions
Cross-functional collaboration with other departments (e.g., Sales, Product, Operations) to drive client satisfaction and retention
Strong emphasis on teamwork and mutual support to ensure high-quality client interactions

📝 Enhancement Note: Convera's customer support team values a client-centric approach, collaboration, and continuous improvement. By embracing these values and working closely with colleagues, you can contribute to the team's success and drive client satisfaction and retention.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling high volumes of client queries via multiple channels (online, email, phone)
Managing client expectations and providing timely, accurate solutions
Identifying upselling and cross-selling opportunities to drive client satisfaction and revenue

Learning & Development Opportunities:

On-the-job training and mentoring from experienced customer support representatives
Access to relevant courses, workshops, and webinars to develop customer service skills and industry knowledge
Opportunities to participate in cross-functional projects and gain exposure to other departments

📝 Enhancement Note: Convera's customer support role presents unique challenges and opportunities for growth and development. By embracing these challenges and seeking out learning opportunities, you can build a successful career in customer support or financial services.

💡 Interview Preparation

Technical Questions:

Describe a challenging client interaction and how you resolved the issue (be prepared to discuss problem-solving strategies, communication skills, and client empathy)
How do you identify upselling and cross-selling opportunities, and how have you approached these opportunities in previous roles?
How do you handle objections and complaints from clients, and what strategies do you use to de-escalate difficult situations?

Company & Culture Questions:

Why are you interested in working for Convera, and what attracts you to the customer support role?
How do you see yourself contributing to Convera's mission and values, and driving client satisfaction and retention?
Describe a time when you worked collaboratively with a team to achieve a common goal, and what role did you play in the team's success?

Portfolio Presentation Strategy:

Tailor your portfolio to showcase successful client interactions, upselling/cross-selling achievements, and problem-solving scenarios
Include any performance metrics or client feedback demonstrating consistent, high-quality interactions
Practice presenting your portfolio and discussing your experiences with friends or family members to build confidence and refine your presentation skills

📝 Enhancement Note: Convera's interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit. By preparing relevant examples and tailoring your portfolio to the role, you can demonstrate your suitability for the customer support position and increase your chances of success.

📌 Application Steps

To apply for this customer support position at Convera:

Submit your application through the provided link
Tailor your resume and cover letter to highlight relevant skills and experiences for the customer support role
Prepare a portfolio showcasing successful client interactions, upselling/cross-selling achievements, and problem-solving scenarios
Research Convera's products, services, and company culture to demonstrate your interest and commitment to the role
Practice common customer service scenarios and role-play with friends or family members to build confidence and refine your communication skills

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Czech Speaking Customer Support (Permanent Role)