TreviPay

Program Support Associate (Bulgarian & English Fluency Required)

Posted Yesterday

Be an Early Applicant

Rijswijk, NLD

Hybrid

Junior

Fintech • Software • Financial Services

The Role

Provide bilingual (Bulgarian/English) customer support via inbound/outbound calls and cases; de-escalate issues, resolve inquiries, escalate when needed, support process improvements, and meet SLAs and performance metrics.

Summary Generated by Built In

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.

Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. TreviPay operates in 35 countries, with offices in Kansas, Mexico City, San Jose CR, Rijswijk NL, and Melbourne AU.

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.
rovide 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 Bulgarian (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

Why you will love working at TreviPay

Competitive salary
NS Business Card
26 vacation days annually at full-time employment
Pension plan with Nationale nederlanden
Casual environment and dress
Employee referral program
Professional, Innovative and highly collaborative team
Hybrid work
Competitive bonus scheme
Days off for volunteer work
Fun activities and company outings
Fruit at 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

TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact [email protected] to request an accommodation.

Skills Required

Fluent/Native in Bulgarian (Written & Verbal)
Good written and verbal English (minimum C1)
Minimum two years of customer support experience with inbound and outbound calls and cases/email
Proficient with Outlook, Word, and Excel
Ability to skillfully manage challenging customer situations and de-escalate
Organized and self-sufficient with moderate supervision
Coachable with ability to improve performance based on feedback
Motivated and enthusiastic with desire to be in Customer Success
Ability to meet or exceed department metrics, SLAs, and service standards
Willingness to complete assigned learning and participate in training