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French Customer Advisor Fraud Prevention in Dundalk - Xerox Technology Park at PayPal

Date Posted: 10/7/2021

Job Snapshot

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

As a French agent within Customer Service, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline agent, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. An agent within Customer Service exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.

**Fluency in both French & English is required for this role**

Core Duties:

  • Answer phone calls, messaging contacts from French speaking customers and work to resolve their account limitations queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately
  • Help individuals and small-business owners to understand what account limitations are
  • Resolve fraud related queries such as (but not limited to): unauthorized use of the account, account out of compliance with regulatory requirements, high number of claims and chargebacks on the account or sudden, rapid changes in the use of the account
  • Proactively recommend and educate the customer about features and benefits of PayPal products
  • Improve customer satisfaction and provide effortless experience to our customers
  • Deliver on metrics for example: customer experience and efficiency
  • Provide consistent feedback regarding overall customer satisfaction, tools and processes

 

Competencies:

  • Customer Focus
  • Adaptability to Change
  • Conflict Management
  • Listening
  • Problem Solving
  • Composure
  • 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 communication skills (phone) utilizing active listening and clearly speaking to customers
  • Strong written communication skills (messaging contacts) 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

 

Experience:

  • 12+ months customer service experience required

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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.

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