Bilingual Program Success Associate

hace 4 semanas

San José, Costa Rica Trevipay A tiempo completo

At TreviPay, we believe in continuous improvement through disruptive innovation.
By harnessing 40 years of experience, technology investments and a desire to help businesses reach their full potential, we have expanded our portfolio of credit and payments technology solutions and blended them with a unique local touch that drives deeply into geo-specific business processes and payments.
Create value for our business partners by delivering innovative solutions and logistics through a global team of local professionals.
**Duties**
- Must exemplify TreviPay Mission and Values.
- Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
- Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer support.
Use sound judgement to route escalated requests and unresolved issues to the
appropriate team members (e.g.
: tier 2 or 3 or Leadership).
- Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
- Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
- Welcome change and adapt positively to internal and external changes as well as driving change as needed.
- Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
- Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.
: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
- Complete assigned learning before the due date while actively participating in learning sessions.
- Perform other duties as assigned by leadership.
**Skills**
- Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
- Fluent in Spanish and English Required (Written & Verbal)
- Fluent in French (Written & Verbal) is preferred, not required
- Minimum two years of customer support experience with heavy inbound call volume.
- Motivated and enthusiastic with a desire to be in Customer Success.
- Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
- Ability to skillfully manage challenging customer situations.
- Coachable with ability to improve performance based on feedback.
- Proficient with Outlook, Word, and Excel.
- Ability to work in a team and independent environment.
- Ability to consistently meet expectations in an ever-changing environment.
- Professional written and verbal communication skills.
**Core Competencies**

Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others.
The following includes actions and conscious inactions that team members, individually and within the group, are expected to display in all interactions.
Active Listening

Helpful

Authentic

Highly Responsive

Change Agent

Positive Attitude

Confidence

Positive Body Language

Display Mindfulness

Resourceful

Embrace Empathy

Team Mindset

Flexible

Tone of Voice

Forward Thinking (Critical, Analytical, Creative)

Trustworthy

Our Purpose We help business grow.
Our Vision To bring innovation and payment expertise to every business in the world.
Our Mission To make B2B payments easier, faster, and smarter.
Our Values
- INGENUITY: TreviPay was created through creative problem solving and seizing opportunities.
This spirit continues to drive our business today.
- EMPATHY: TreviPay takes pride in the ability to actively listen to understand and support the distinct viewpoints of employees, customers and our communities across the globe to contribute positively to the diverse TreviPay network.
- TENACITY: Underpinning our efforts is a relentless commitment to our customers and their success.
We give our employees the autonomy to make decisions, all for the collective success of our business and the business of our customers.
Why you will love working at TreviPay
- Competitive salary
- Generous paid time off
- Company-Paid Medical, Dental, Disability and Life Insurance
- Casual environment and dress
- Employee referral program
- Professional, Innovative and highly collaborative team
- Remote work

At TreviPay we believe:

- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customer's day just a little bit better
- work/life balance makes us all more effective

LI-TG1

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