Program Support Associate (Lithuanian & English Fluency Required)

Program Support Associate (Lithuanian & English Fluency Required) at Trevipay in Rijswijk, Netherlands.

Responsibilities

• 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.

Requirements

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 Lithuanian (Written & Verbal)
• Good written and verbal English (minimum C1)
• 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

Benefits

• A strong pension plan with a 70/30 employer/employee contribution split (Nationale-Nederlanden), including partner and orphan's pension and disability cover
• 26 days of paid leave: 25 holiday days plus an extra "Day that Matters" to use however you choose — and earn up to 16 extra leave hours per year through our vitality reward
• Hybrid working (2 days/week from home) with a €150 home-office setup budget and a daily working-from-home allowance
• Work remotely from abroad for up to 60 days per year — well beyond the market standard
• Invest in your growth: our Study Finance Scheme funds up to 100% of approved study costs, plus unlimited access to a wide range of courses on TalentLMS
• A performance-based bonus program and a global recognition platform that gives your achievements company-wide visibility
• 8% holiday allowance, tax-free commuting reimbursement (€0.23/km) or a fully covered NS Business Card for public transport
• Wellbeing built in: free confidential counseling through our Employee Assistance Program, company-paid accident and supplemental disability insurance, plus 8 hours of paid volunteer leave
• And the small things that make office days nicer: weekly fresh fruit, in-office chair massages, and yoga balls in our Rijswijk office