📍 Job Overview

Job Title: Czech-Speaking Customer Support (Temporary 6 Months) - Prague
Company: Convera
Location: Prague, Czech Republic
Job Type: Temporary (6 months)
Category: Customer Support
Date Posted: July 11, 2025
Experience Level: 0-2 years
Remote Status: On-site

🚀 Role Summary

Handle pre- and post-transaction client queries via phone, email, and online channels
Provide high-quality, consistent interactions and resolve issues promptly
Identify upsell opportunities and collaborate with the sales team to meet additional client needs
Encourage clients to use digital platforms and tools
Contribute to trend analysis for strategic client experience enhancements
Maintain a professional demeanor and meet agreed SLAs and KPIs

📝 Enhancement Note: This role requires strong communication skills and the ability to work under pressure in a high-volume environment. Fluency in Czech and a good level of English are essential for success in this position.

💻 Primary Responsibilities

Request Handling: Manage pre- and post-transaction client queries via phone, email, and online channels, providing answers immediately where possible and escalating to sales teams when required
Client Support: Utilize business and product knowledge to identify opportunities to refer clients to sales teams, meet additional client needs, and increase revenue
Digital Platform Promotion: Support and encourage clients to utilize digital platforms by demonstrating functionality and explaining benefits
Quality Assurance: Deliver high-quality, consistent interactions, adhering to agreed SLAs and KPIs, and identify areas of improvement
Data Collection: Support in collecting required data and documents from clients by proactively reaching out to clients, following a reminder process, and supporting clients on ad-hoc questions relating to processes
Administration and Reporting: Contribute to trend analysis to support strategic client experience enhancements and maintain administration and reporting tasks

🎓 Skills & Qualifications

Education: High school diploma or equivalent

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

Required Skills:

Fluent Czech and a good level of English
Professional telephone manner with excellent written and verbal communication skills
Ability to ask probing questions to understand customer needs
Experience working in a high-volume service delivery environment
Ability to work under pressure and meet deadlines
High sense of urgency and self-motivation
Strong team player with a high degree of accuracy and attention to detail
Ability to handle objections and complaints
Familiarity with office productivity tools (e.g., MS Office)
Ability to navigate a computerized data entry system

Preferred Skills:

Experience working with financial services
Ability to identify and implement ways of improving efficiency
Ability to deal effectively with all people in a variety of roles and build supportive relationships with key business contacts

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials showcasing successful client interactions
Highlight experience in a high-volume service delivery environment and ability to work under pressure
Showcase ability to handle objections and complaints, with examples of successful resolution

Technical Documentation:

Provide examples of reports or analyses demonstrating trend analysis and strategic client experience enhancements
Include examples of administration and reporting tasks, with a focus on accuracy and attention to detail

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on market research for customer support roles in Prague with similar experience levels, the estimated salary range is approximately 25,000 - 35,000 CZK per month (gross).

Benefits:

Opportunity to work in a global organization with a diverse team
Potential for growth and development within the company
Collaborative work environment with a focus on customer satisfaction and retention

Working Hours: Full-time, Monday-Friday, with a standard workweek of 40 hours. Occasional overtime may be required to meet deadlines or handle high-volume periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Convera is the largest non-bank B2B cross-border payments company in the world, serving over 30,000 customers. This role is part of the customer support team, which plays a crucial role in driving client satisfaction and retention.

Founded: Convera was founded in 1851 and has a rich history in the financial services industry. The company is committed to fostering a culture of inclusion and belonging, seeking growth-minded, results-oriented people to join its global team.

Team Structure:

The customer support team consists of dedicated professionals responsible for handling client queries and ensuring high-quality interactions
The team works closely with the sales team to identify upsell opportunities and meet additional client needs
The team is supported by management and leadership to ensure consistent delivery of responsive service to clients

Development Methodology:

The customer support team follows a structured approach to handling client queries, with a focus on efficiency and timeliness
The team uses a computerized data entry system to manage client interactions and maintain accurate records
The team works collaboratively to identify areas of improvement and participates in team initiatives as needed

Company Website: Convera

📝 Enhancement Note: Convera is a global company with employees in over 20 countries, fostering a culture of diversity and inclusion. This role offers the opportunity to work in a dynamic, innovative environment with a focus on driving customer satisfaction and retention.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level or junior position within the customer support team. The primary responsibility is to handle pre- and post-transaction client queries and drive client satisfaction and retention.

Reporting Structure: This role reports directly to the customer support team manager, who is responsible for ensuring consistent delivery of responsive service to clients. The team works closely with the sales team to identify upsell opportunities and meet additional client needs.

Technical Impact: This role has a direct impact on client satisfaction and retention, as well as revenue growth through upsell opportunities. The ability to handle client queries efficiently and effectively is crucial to the success of the customer support team and the company as a whole.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities for career progression within the customer support team or other departments within the company
Skill Development: This role offers the opportunity to develop strong communication skills, customer service skills, and experience working in a high-volume service delivery environment
Technical Leadership: As the role gains experience and demonstrates strong performance, there may be opportunities to take on more responsibility and provide technical leadership within the customer support team

📝 Enhancement Note: While this role is temporary for a period of 6 months, there may be opportunities for growth and development within the company for strong performers. The customer support team plays a crucial role in driving client satisfaction and retention, and successful candidates may have the opportunity to progress within the organization.

🌐 Work Environment

Office Type: Convera's Prague office is a modern, collaborative workspace designed to foster productivity and innovation. The office is equipped with state-of-the-art technology and comfortable workspaces to support the team's needs.

Office Location(s): Convera's Prague office is located in the heart of the city, with easy access to public transportation and amenities.

Workspace Context:

The customer support team works collaboratively, with a focus on delivering high-quality interactions and driving client satisfaction
The team uses a computerized data entry system to manage client interactions and maintain accurate records
The office is equipped with multiple monitors and testing devices to support the team's needs

Work Schedule: Full-time, Monday-Friday, with a standard workweek of 40 hours. Occasional overtime may be required to meet deadlines or handle high-volume periods.

📝 Enhancement Note: Convera's Prague office offers a modern, collaborative work environment with a focus on driving customer satisfaction and retention. The customer support team works closely together to ensure consistent delivery of responsive service to clients.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and understanding of the role
Behavioral Interview: A structured interview focusing on past experiences and behaviors relevant to the role
Role-Play Scenario: A role-play scenario to assess the candidate's ability to handle client queries and resolve issues
Final Interview: A final interview with the hiring manager to discuss the candidate's fit for the role and the team

Portfolio Review Tips:

Prepare case studies or testimonials showcasing successful client interactions and problem-solving skills
Highlight experience in a high-volume service delivery environment and ability to work under pressure
Demonstrate strong communication skills and ability to handle objections and complaints

Technical Challenge Preparation:

Familiarize yourself with Convera's products and services, as well as the company's mission and values
Practice handling client queries and resolving issues using the structured approach outlined in the job description
Prepare examples of reports or analyses demonstrating trend analysis and strategic client experience enhancements

ATS Keywords: Customer support, client queries, high-volume service delivery, communication skills, problem-solving, trend analysis, strategic client experience enhancements, administration, reporting

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication skills, problem-solving abilities, and fit for the customer support team. Preparation should focus on demonstrating strong communication skills and experience working in a high-volume service delivery environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Computerized data entry system for managing client interactions and maintaining accurate records
Office productivity tools (e.g., MS Office) for administration and reporting tasks
Collaboration tools (e.g., Slack, Microsoft Teams) for internal communication and teamwork

📝 Enhancement Note: While this role does not involve working with web development or server administration technologies, proficiency in office productivity tools and customer support software is essential for success in this position.

👥 Team Culture & Values

Customer Support Values:

Client Focus: Putting the client at the heart of everything we do, ensuring high-quality interactions and driving client satisfaction and retention
Collaboration: Working together to deliver responsive service to clients, with a focus on efficiency and timeliness
Continuous Improvement: Identifying areas of improvement and putting them forward to the team, participating in team initiatives as needed
Professionalism: Maintaining a professional demeanor and adhering to agreed SLAs and KPIs

Collaboration Style:

The customer support team works collaboratively, with a focus on delivering high-quality interactions and driving client satisfaction
The team uses a structured approach to handling client queries, with a focus on efficiency and timeliness
The team works closely with the sales team to identify upsell opportunities and meet additional client needs

📝 Enhancement Note: Convera's customer support team is dedicated to delivering high-quality interactions and driving client satisfaction and retention. The team works collaboratively, with a focus on efficiency, timeliness, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling high-volume client queries efficiently and effectively
Resolving complex client issues and escalating when necessary
Identifying upsell opportunities and collaborating with the sales team to meet additional client needs
Maintaining a professional demeanor and adhering to agreed SLAs and KPIs

Learning & Development Opportunities:

Developing strong communication skills and customer service skills
Gaining experience working in a high-volume service delivery environment
Learning about Convera's products and services and the financial services industry
Contributing to trend analysis and strategic client experience enhancements

📝 Enhancement Note: This role offers the opportunity to develop strong communication skills, customer service skills, and experience working in a high-volume service delivery environment. Successful candidates will be able to handle high-volume client queries efficiently and effectively, resolve complex client issues, and identify upsell opportunities.

💡 Interview Preparation

Technical Questions:

Client Query Handling: Describe a time when you handled a complex client query. What steps did you take to resolve the issue, and what was the outcome?
Upsell Opportunities: Provide an example of a time when you identified an upsell opportunity. How did you approach the client, and what was the result?
Teamwork: Describe a time when you worked collaboratively with a team to deliver responsive service to clients. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Client Focus: How do you ensure that the client is at the heart of everything you do?
Collaboration: Describe your experience working collaboratively with a team to deliver responsive service to clients. What was the outcome, and what did you learn from the experience?
Continuous Improvement: How do you identify areas of improvement and put them forward to the team? Provide an example of a time when you contributed to continuous improvement.

Portfolio Presentation Strategy:

Prepare case studies or testimonials showcasing successful client interactions and problem-solving skills
Highlight experience in a high-volume service delivery environment and ability to work under pressure
Demonstrate strong communication skills and ability to handle objections and complaints

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication skills, problem-solving abilities, and fit for the customer support team. Preparation should focus on demonstrating strong communication skills and experience working in a high-volume service delivery environment.

📌 Application Steps

To apply for this customer support position:

Submit your application through the application link provided
Prepare case studies or testimonials showcasing successful client interactions and problem-solving skills
Highlight experience in a high-volume service delivery environment and ability to work under pressure
Familiarize yourself with Convera's products and services, as well as the company's mission and values
Practice handling client queries and resolving issues using the structured approach outlined in the job description

⚠️ 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 (Temporary 6 Months) - Prague