Global Customer Experience Coordinator
hace 3 días
As a Bilingual Program Success Associate, you will be the primary contact for clients, merchants, and customers, providing timely and accurate responses to common questions and issues regarding supported programs, systems, processes, and procedures.
Your Responsibilities:
- Exemplify TreviPay's Mission and Values
- 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
- Serve as a primary contact to clients, merchants, and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues
- 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
- Complete assigned learning before the due date while actively participating in learning sessions
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