Account Support Agent 4 in Shanghai at PayPal

Date Posted: 5/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Shanghai
  • Job Type:
    Business Support
  • Experience:
    Not Specified
  • Date Posted:
    5/3/2018
  • Job ID:
    R0032489

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 237 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.

Respond to inbound service requests and merchant inquiries via telephone and email routed to the Department in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer.Conduct regular outbound program to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policy and process, and facilitate them to activate transactions.Assist customers with product information and site navigation. Ensure that new clients are familiar with PayPal procedures and processes that will impact their ability to manage their on-line businesses.Demonstrate the ability to create, add, edit and troubleshoot our auction seller products, website seller tools, and all other products and services provided to eBay / PayPal customers. Assist the merchant in the selection of the correct PayPal product for his business needs. Provide consultative advice on new products or features that would benefit the Merchants through Upsell or Outreach campaigns.Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations.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, in writing, and on-line.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.Responsible for attending ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to small businesses, risk management and on-line business practices.Maintain compliance with all applicable regulations.Accurately record customer trends using the online tracking tool.Perform related duties as assigned.

Job Description


  • At least two years related experience with Bachelors degree or equivalent work experience preferred.
  • Experience in a customer support environment; PayPal and eBay experience is preferred.
  • Direct experience in Resolution Services or other areas within Risk Operations is preferred.
  • Direct work experience in working with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the merchant.
  • Experience in sales, Upsell or cross-sell customer support is preferred.

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.

R0032489

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