Omschrijving : Service Excellence Specialist EMEA. Bedrijven : null. De locatie :
At TreviPay, we help clients grow by streamlining B2B payments through a combination of innovative technology, service expertise, and working capital to improve their customer’s experience and free up funding for growth. We facilitate $6 billion in transactions per year in 18 currencies for customers in more than 27 countries. We specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
How do you make an impact?
As a Service Excellence Specialist, you'll be at the forefront of our commitment to delivering exceptional service. You'll collaborate with our clients and various internal teams to solve problems, to develop and implement strategies that enhance the overall customer experience. Your top responsibilities will be:
- Actively engaging and building rapport with internal and external stakeholders to provide an excellent customer experience resulting in increased program usage and maximum retention.
- Display an elevated level of program knowledge, expertise, sound decision-making, and an ability to function effectively and with autonomy.
- Create action plans based on client and customer feedback to improve program and client satisfaction.
- Drive improvements and collaborate with other teams (e.g. Account Management, Accounts Receivables, Cash Management, Support, Product and Engineering) and leadership to improve processes, propose product enhancements, procedures, new implementations, and subsequent training and documentation.
- Serve as a primary Program Operations contact for existing Clients and key customers as well as new client implementations and provide hypercare service to ensure smooth onboarding and ramp including handover to be applied in our Global Standard Operating Procedures.
- Collaborate with Account Management and Leadership for client quarterly business reviews by providing in-depth knowledge of issues and challenges, improvement initiatives, and feedback.
- Provide content and statistics for team huddles/update sessions with clients.
- Bachelor’s degree in business administration, Project Management or related field.
- Minimum 5 years of B2B customer support/success experience with Client / Customer facing duties.
- Leadership experience preferred Note: this is currently an individual contributor role, but this may change in the future.
- Advanced knowledge of Microsoft Office.
- Experience with Salesforce/Service Cloud and BI Tools is a plus.
- Proven experience in a similar role, preferably within FinTech
- Strong communication, interpersonal, and problem-solving skills.
- Fluent English level (both oral and written)
- Excellent organizational skills with the ability to prioritize tasks and manage time effectively.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for innovation and a customer-centric mindset that drives continuous improvement.
- You have shown in previous roles that your performance is outstanding and consistently meets expectations in an ever-changing environment.
- Competitive salary and benefits package
- 70% employer compensation on pension plan
- Bonus plan
- WFH allowance
- NS Business Card
- Home office set-up allowance
- Opportunities for professional development and career growth.
- Collaborative, supportive, and international work environment.
- Fresh fruit in the office (located in Rijswijk close to the highway and public transportation)
- Access to Employee Assistance Program
- Work-life balance initiatives and flexibility.
- Competitive salary
- Annual Leave and Long-Term Disability coverage
- Pension plan with Nationale nederlanden
- Casual environment and dress
- Employee referral program
- Professional, Innovative and highly collaborative team
- Remote work
- 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
