Please note that this site has updated features that do not run on older versions of Internet Explorer. For an optimal experience, please use another browser or the most recent version of IE.

Customer Engagement Team Leader in Sao Paulo P at PayPal

Date Posted: 7/30/2021

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 392 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.

A Customer Engagement Team Leader supports the manager and associates who will directly report to. The team leader is responsible for the coaching, development, performance and engagement of its directly associates. Removes any barriers that prevent them from demonstrating iZettle care on every contact. Acts as their voices by sharing issues and opportunities for product and services improvement with management team.

Job Description – Customer Engagement Team Leader

A Customer Engagement Team Leader supports the manager and associates who will directly report to. The team leader is responsible for the coaching, development, performance and engagement of its directly associates. Removes any barriers that prevent them from demonstrating iZettle care on every contact. Acts as their voices by sharing issues and opportunities for product and services improvement with management team.  



Responsibilities

Manages day-to-day operations of Contact Center agents/analysts/representatives/consultants within Customer Engagement team to ensure that support delivered to consumers/customers and partners.

Meets established product/service quality standards and Key performance indicators on an individual and team basis.

Follows Contact Center policies and procedures.

Addresses and resolves complex problems, complaints, providing support and solutions to respond to consumers/customers and partners’ needs.

Participates in the local recruiting process (screening, interviews, internal feedback, etc.).

Assists with process improvement efforts and initiatives associated with optimization of resources and support delivery.  

Collaborates with internal business partners to facilitate internal development and support of new products and services enhancements as consumers/customers and partners’ voice.





Experiences

Experience in Contact Center or customer service environment as a team leader (coaching, developing, and leading people).

Managed a team of 12 to 15 agents/analysts/representatives/consultants.

Contributed to the delivery of accurate and timely resolutions to consumers/customers and partners product/service inquiries.

Demonstrated outstanding knowledge of consumer service quality standards, processes and tools.

Led investigation and resolution efforts to address complex cases.

Experience providing voice of the customer feedback to manager with proper action plans in place.

Collaborated with internal partners to develop supportive activities associated with new products, services or enhancements.

Excellent experience building relationships, drafting and delivering presentations to internal and external stakeholders.

Attributes and Capabilities

The ability to manage its own time effectively and ensure adherence of our agents/analysts/representatives/consultants to the schedule in our environment.

The ability to follow processes and procedures to a high degree of accuracy and compliance and to contribute to consumer support projects/initiatives.

Strong listening, analytical and communication skills to support the manager and the ability to respond to consumers/customers and partners’ needs effectively.

Anticipate our Customer Engagement team needs, follow up with previous ones and offer additional services as opportunity.

Support the creation of a positive experience and satisfaction for everyone within the Customer Engagement organization to drive excellence towards our consumers/customers and partners.

Strong and effective ability to multi-task, prioritize and manage multiple projects/initiatives while meeting deadlines.

Lead by example and take an active role in coaching, training, and ensuring the vision of the local & Global Customer Engagement strategy is clearly communicated and understood.

Lead training to new hires as needed to instruct them on company policies and best practices for resolving customer calls.



Technical Skills

Customer Insight & Orientation & Adaptability.

Customer Request & Troubleshooting.

Service & Performance & Quality Focus.

Impactful communication.

Internal and external relationships.

Managerial support.

People leadership.

Developing self.



Requirements

All the previous experiences, attributes and capabilities, technical skills.

Must be 18 years of age or older.

2-3 years management/supervisory experience preferred.

3-5 years working experience in a customer onboarding/support capacity & retention.

Requires excellent written and verbal skills.

Ability to work under pressure and tight deadlines as well as to work well in an international start-up team environment.

Degree in a Business-related discipline (Management, Business, Administration) or in progress.

Bilingual (Portuguese and Advanced to Fluent English (Oral & Written))

Advanced working knowledge of Microsoft Office (Word, Excel and PowerPoint)

Be available to work from Monday to Friday and alternate Saturdays.

Plus: Experience working within an outbound sales environment.


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.

R0071597

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs