Founded in December 1998, PayPal is a leading global online payment company. With more than 87 million active registered accounts worldwide, PayPal has made it possible for people to pay and get paid online across different locations, currencies, and languages. Responding to the eBay community, which had quickly adopted PayPal as its preferred payment method, eBay Inc. acquired the company in 2002. Since then, PayPal's customer base has grown both on eBay and across e-commerce.
Having built a single global payments engine that has some of the best risk and fraud detection capabilities in the payments industry, PayPal continues to be one of the leading ways to pay online.
Today, PayPal is available in 190 markets, 24 currencies, and is accepted by millions of online merchants around the world. For the latest stories about PayPal, including recent financial performance, visit http://www.ebayinc.com
Customer Solution Agent
(Selangor)
Requirements:
General Summary:
Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.
Community Support/Resolution Service (60%)
- Respond to inbound service requests via telephone and email inquiries routed to Customer Support.
- Assist prospective customers with product information and site navigation in English or Mandarin.
- Demonstrate the ability to create, add, edit and troubleshoot all products and services provided to customers.
- Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.
- Research and resolve inquiries verbally and in writing.
- Accurately record time using the company tools.
- Accurately record customer trends using the online tracking tool.
- Perform related duties as assigned.
Feedback (15%)
- Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
Knowledge Improvement (15%)
- Responsible for attending ongoing training and developing knowledge in all areas of the department.
- Attend company provided training and maintain compliance with all applicable regulations.
Cross Team Support (10%)
- Develop and maintain cross functional proficiency within selected skill sets.
Education:
- Bachelor degree or equivalent work experience preferred
Experience:
- Experience in an Internet company, financial institution or transaction processor as customer support representative preferred.
- Experience using Microsoft Office products including preferred: Excel, Word, Outlook, and PowerPoint a must.
- Customer communication experience (email & phone).
Knowledge, Skills, and Abilities:
- Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
- Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
- Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
- Good oral and written English skills.
- Abilities to work independently while making sound business decisions on case information.
- Ability to learn and adapt to new technologies
- Ability to communicate effectively by utilizing active listening and clearly speaking to customer and complaint handling.
- Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
- Ability to develop and maintain professional working relationships with co-workers and peers.
- Ability to function in multiple telephone and email queues covering several product lines.
- Well-developed sense of urgency and follow through.
- The candidate needs to be able to work any shift within a 24 hour period Monday through Sunday.
Working Relationships:
- Internal: Close working relationships with Supervisor, Team Members, Training, and other departments as needed.
The above statements are intended to describe the general nature of work being performed by the employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all the responsibilities, duties, and skills required of employees so classified.
Employees will be required to follow any other job-related instructions and to perform any other job related duties requested by their supervisor. Associates may also be required to work in excess of normal working hours as workloads and seasonal activities are encountered.
