Program Support Associate (Bulgarian & English Fluency Required)

📋 Description

• • Serve as a primary point of contact for clients, merchants, and customers regarding supported programs, systems, processes, and procedures, providing timely, accurate, and comprehensive resolutions to inquiries and issues.
• • Handle inbound and outbound calls and cases via email with a focus on de-escalating challenging customer situations and delivering exceptional customer service.
• • Proactively reach out to customers and merchants to address issues such as payment rejections, disputes, authorizations, technical needs, and potential account problems.
• • Meet or exceed department-specific Service Level Agreements (SLAs) and Service Level Standards (SLSs) for response times, resolution rates, and customer satisfaction metrics.
• • Use sound judgment to identify and route escalated or unresolved cases to the appropriate internal teams or leadership for timely resolution.
• • Collaborate with team members and leadership to provide feedback that improves processes, procedures, training materials, and documentation for new system implementations.
• • Actively participate in assigned learning sessions and complete all required training modules before deadlines to maintain program competency.
• • Demonstrate adaptability and a positive attitude toward internal and external changes, including process updates, system migrations, and evolving customer needs.
• • Build strong rapport with both internal and external stakeholders to enhance customer experience and drive increased program adoption.
• • Maintain professional written and verbal communication in both Bulgarian (native/fluent) and English (minimum C1 proficiency) across all customer interactions.
• • Utilize Microsoft Outlook, Word, and Excel to manage cases, document resolutions, track tasks, and generate reports as needed.
• • Work effectively both independently with minimal supervision and as part of a collaborative team environment.
• • Exhibit professionalism through accountability, punctuality, positive attitude, respect, and conflict minimization in all workplace interactions.
• • Apply core competencies including active listening, empathy, flexibility, critical thinking, resourcefulness, and a team mindset in daily responsibilities.
• • Remain highly responsive and solution-oriented while maintaining a trustworthy and helpful demeanor in all customer-facing communications.
• • Illustrate initiative by anticipating customer needs and addressing potential issues before they escalate.
• • Contribute to a supportive, entrepreneurial, and collaborative workplace culture aligned with TreviPay’s mission and values.