Customer Service Ambassador

hace 2 meses

San José, San José, Costa Rica Trevipay A tiempo completo
About This Role

We are looking for a talented Customer Service Representative to join our team at TreviPay. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients and merchants, ensuring timely and accurate responses to their inquiries and resolving issues in a professional and courteous manner.

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 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
  • Perform other duties as assigned by leadership
Requirements
  • Meet the criteria as 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 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
  • Bilingual - Fluent Spanish & English (Written & Verbal)
Our Purpose, Vision, and Mission

We help business grow. To bring innovation and payment expertise to every business in the world. To make B2B payments easier, faster, and smarter.

Our Values

Springing from the foundation of trust are our core 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.
What's in It for You?

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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