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Customer Engagement Agent in Mexico City at PayPal

Date Posted: 8/21/2020

Job Snapshot

Job Description

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 305 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.

To efficiently manage and sort any incoming call or email to efficiently provide a solution to our customers’ needs in a timely manner, help maintain positive communication with other areas and maintain accurate communications with immediate manager and colleagues.

EDUCATION:

ACADEMIC TRAINING: Completed high school.

EXPERIENCE:

Minimum 1-year experience in customer service areas, desirable; knowledge in tech support areas or help desk.   

SKILLS:

Spanish proficient

Mathematical analysis

Active participation

Knowledge in Software related to the Contact Center

  • Windows, Android and IOS
  • Email
  • PC - Hardware and software knowledge

Knowledge and disposition

  • To know the policies, regulations and customs of the company, its degree of authority, its relations with other departments, the norms of safety, production, quality, etc.
  • Ensure compliance with the Code of conduct.

Accomplishment of goals in each campaign

  • Service to customers in the (DE)
  • Analysis of requirements and data confirmation to escalate with other areas.
  • Answer all support related incoming calls and emails.
  • First contact resolution to the customer support cases adhering to internal policies and guidelines ensuring the quality of the services provided.
  • Escalation of cases that need support from other areas and provided proper follow-up until closing of the case.
  • Personalized follow-up to all escalated cases that have been classified as second tier.
  • Attend to needs of our iZettle-PRO users and help solve their doubts.
  • Outbound calling to cases that require follow-up, special campaigns and retention calls.

Evaluation, monitoring and monitoring of results ​

  • Adhere to quality guidelines and monitoring grid.
  • Quality compliance according to the customer engagement guidelines.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

R0054224

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