Program Support Associate (Dutch & English Fluency Required)

📋 Description

• • Serve as a primary point of contact for clients, merchants, and customers, providing timely, accurate, and comprehensive resolutions to questions and issues related to supported programs, systems, processes, and procedures.
• • Handle inbound and outbound calls and cases via email with a focus on de-escalating challenging customer situations and delivering exceptional customer service.
• • Meet or exceed department metrics, Service Level Agreements (SLAs), and Service Level Standards (SLSs) for case resolution, response time, and customer satisfaction.
• • Use sound judgment to identify, route, and escalate unresolved issues or complex requests to the appropriate internal teams or leadership.
• • Proactively reach out to customers and merchants to address issues such as payment rejections, disputes, authorizations, technical needs, and potential account anomalies.
• • Collaborate with team members and leadership to provide feedback that improves processes, procedures, new system implementations, training materials, and documentation.
• • Adapt positively to internal and external changes, and actively contribute to driving process improvements in a dynamic, fast-paced environment.
• • Build and maintain strong rapport with both internal and external stakeholders to enhance customer experience and increase program adoption.
• • Complete all assigned learning modules and training sessions before deadlines and actively participate in ongoing development activities.
• • Demonstrate professionalism through accountability, punctuality, a positive attitude, respect for others, and a work-focused mindset in all interactions.
• • Practice active listening, empathy, mindfulness, and resourcefulness while maintaining a trustworthy tone of voice and positive body language.
• • Exhibit a team mindset by supporting colleagues, sharing knowledge, and contributing to a collaborative, entrepreneurial workplace culture.
• • Maintain proficiency in Microsoft Outlook, Word, and Excel to manage customer communications, documentation, and case tracking efficiently.
• • Communicate clearly and professionally in both Dutch (native or fluent) and English (minimum C1 level), ensuring accurate written and verbal interactions across all customer touchpoints.
• • Work independently with moderate supervision while consistently delivering high-quality results in an ever-changing operational environment.
• • Illustrate initiative by anticipating customer needs and resolving issues before they escalate, contributing to improved customer retention and satisfaction.
• • Embrace change as an opportunity for growth, demonstrating flexibility, forward-thinking, and analytical problem-solving in daily responsibilities.
• • Uphold TreviPay’s mission and values in every customer interaction, reinforcing trust and loyalty through consistent, high-standard service delivery.