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Account Manager, SEA in Singapore at PayPal

Date Posted: 3/1/2019

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 267 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.

Retain constructive relationships with our elite and high volume merchants; serve as aone-stop solution provider for all service needs, and facilitate merchants’ business growth with our product.

A.      Merchant Satisfaction Delivery

  • Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, and meet specific customer satisfaction requirements.
  • Be available to answer all email, phone, and voice mail inquires from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints
  • Provide accurate solutions and proper education to merchants regarding products and processes
  • Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved.
  • Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and business
  • Provide feedback to related teams on customers’ voice timely and proactively work on the solutions
  • Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher management team.

B.      Account Retention

  • Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach as assigned.
  • Regularly update customer relationship management database; study and analyze the challenges and opportunities for each merchant
  • Constantly monitor account behavior and report outstanding issues.
  • Support other business units with marketing programs and promote product features; conduct phone or email outreach to targeted account portfolios to promote marketing campaigns, and complete assigned target
  • Boost merchants’ business with company products, develop constructive relationships, and identify business opportunities

Additional responsibilities

  • Maintain and promote a positive attitude while meeting productivity goals.
  • Develop scripting and support materials as assigned
  • Continue education to keep pace with product modifications and additions
  • Attend company provided training and maintain compliance with all applicable regulation

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.