Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ : PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy.
Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person.
Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid.
Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
Core Duties :
Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately (90%)
Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal.
Deliver on metrics for example : phone handled time, customer experience, proactive product offered and accepted opportunities (5%)
Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%)
Drive for Results
Functional / Technical Skills
Ethics and Values
Integrity and Trust
Skills Required :
Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Strong written (email) communication utilizing proper grammar and punctuation
Ability to work independently while making sound business decisions on case information
Well developed sense of urgency and follow through
Ability to multitask multiple systems, screens, and tasks during customer contacts
Time Management and Adherence to schedules
Ability to learn and adapt to new software technologies
Willingness to work hard and have fun doing it!
Experience : 2+ years experience in a role that put you in direct contact with consumers