Customer Support Representative

hace 3 semanas

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

At TreviPay, we strive to make B2B payments easier, faster, and smarter. As a Customer Support Representative, you will be the primary contact for clients, merchants, and customers, providing timely, accurate, and comprehensive responses and resolutions to common questions and issues.

Key Responsibilities:

  • Exemplify TreviPay's Mission and Values
  • Meet or exceed department metrics, program Service Level Agreements (SLAs), and department Service Level Standards (SLSs)
  • De-escalate challenging customers, clients, or merchants and provide exceptional customer service
  • Route escalated requests and unresolved issues to the appropriate team members
  • Provide feedback and assistance to improve processes, procedures, new implementations, and subsequent training and documentation
  • Welcome change and adapt positively to internal and external changes
  • Engage in building rapport with internal and external parties to provide an excellent customer experience
  • Proactively contact customers and merchants to address issues
  • Complete assigned learning before the due date and actively participate in learning sessions

Requirements:

  • Meet the criteria outlined above and/or have related customer support experience or the equivalent combination of education and experience
  • 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
  • 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
  • Bilingual - Fluent Spanish & English (Written & Verbal)

Our Values:

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. We give our employees the autonomy to make decisions, all for the collective success of our business and the business of our customers.

What We Offer:

  • Work in a friendly and caring company where teamwork is key
  • Work with skilled people that are invested in your success and growth
  • Remote working is the new normal with flexible work options and paid holidays
  • Competitive salary with a comprehensive benefits package starting day one
  • Work in a fun environment that promotes creative thinking and a positive attitude

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