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Customer Support Representative III

4 miesięcy temu

Warszawa, Mazovia, Polska TreviPay Pełny etat

At TreviPay, we help clients grow by streamlining B2B payments through a combination of innovative technology, service expertise, and working capital to improve their customer's experience and free up funding for growth. We facilitate $6 billion in transactions per year in 18 currencies for customers in more than 27 countries. We specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers

Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

Duties

·Must exemplify TreviPay Mission and Values in handling cases and in- and outbound calls.

·Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).

·Skilled to de-escalating challenging customers, clients or merchants and providing exceptional customer Use sound judgment 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 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 engaging 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.

·Minimum two years of customer support experience with inbound and outbound calls and cases/email.

·Motivated and enthusiastic with a desire to be in Customer Success.

·Organized and self-sufficient with moderate supervision needed and the ability to communicate a summary of completed tasks to leaders.

·Ability to skillfully manage challenging customer situations.

·Coachable with the 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.

·Fluent/Native in Polish & Lithuanian (Written & Verbal)

-Good written and verbal English (minimum C1)

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

Authentic

Change Agent

Confidence

Display Mindfulness

Embrace Empathy

Flexible

Forward Thinking (Critical, Analytical, Creative)

Helpful

Highly Responsive

Positive Attitude

Positive Body Language

Resourceful

Team Mindset

Tone of Voice

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

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 ourbusiness and the business of our customers.

Our values come from eight guiding principles:

·Cultivate a Growth Mindset

·Encourage Entrepreneurial Spirit

·Experience a Culture of Empowerment

·Unite in a Team

·Have Fun

·Champion Diversity

·Align for Client Centricity

·Act with Integrity

Why you will love working at TreviPay

·Competitive salary

·Annual Leave and Long-Term Disability coverage

·Pension plan with Nationale nederlanden

·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


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