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Customer Experience Ambassador

hace 2 semanas

San José, San José, Costa Rica Trevipay A tiempo completo

About TreviPay

TreviPay is a leading provider of global B2B payments and invoicing solutions. Our mission is to make B2B payments easier, faster, and smarter.

Job Description

We are seeking an experienced Customer Support Representative to join our team. As a Customer Support Representative, you will be the primary point of contact for clients, merchants, and customers, providing timely, accurate, and comprehensive responses to common questions and issues.

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 service
  • 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
  • Complete assigned learning before the due date while actively participating in learning sessions

Requirements

  • 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
  • Candidate should have a Growth Mindset, Entrepreneurial Spirit, and be able to work independently and collaboratively in a team environment

Benefits

We offer a competitive salary, comprehensive benefits package, flexible work options, paid holidays, career development opportunities, and an open-door policy. At TreviPay, we believe in empowering our employees to make decisions, drive change, and contribute positively to the diverse TreviPay network.

Core Competencies

  • Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others
  • Active Listening, Authentic Change Agent, Confidence, Display Mindfulness, Embrace Empathy, Flexible, Forward Thinking, Helpful, Highly Responsive, Positive Attitude, Positive Body Language, Resourceful, Team Mindset, Tone of Voice, Trustworthy