The Role
Provide front-line support to clients, merchants, and customers via inbound/outbound calls and cases; resolve complex inquiries, de-escalate issues, meet SLAs, proactively contact customers, collaborate on process improvements, complete training, and contribute to excellent customer experience across programs and systems.
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.
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.
We are looking for a Program Support Partner to join our team in the Netherlands, where you will play a key role in supporting clients, merchants, and customers through timely issue resolution, proactive communication, and exceptional service delivery. In this role, you’ll be on the front lines—handling inbound and outbound interactions, resolving complex inquiries, and ensuring a smooth and positive customer experience across our programs and systems.
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 French (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 French (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 de-escalate challenging customers, clients, or merchants
- Meet or exceed department metrics, program SLAs and department SLSs
- Ability to proactively contact customers and merchants to address issues
- Organized and self-sufficient with moderate supervision
- Professional written and verbal communication skills
- Willingness to complete assigned learning and participate in training
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The Company
What We Do
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.
