Customer Solutions Agent in Sao Paulo at PayPal

Date Posted: 7/9/2018

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 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.

As a teammate within Customer Solutions, your primary responsibilities will be assisting 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 front-line representative, you will be the primary point of contact for our customers- it is critical that you help provide them with predictable, compassionate and timely resolutions to their questions and inquiries while maintaining a positive and friendly attitude. A teammate within Customer Solutions exhibits creativity and skill in delivering practical solutions and thrives in a collaborative team environment.

Main Activities:

  • Answer phone calls, emails from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be handled appropriately.
  • Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal.  Deliver on metrics for example: phone handled time, customer experience; proactive product offered and accepted opportunities.
  • Provide consistent feedback regarding overall customer satisfaction, tools and processes.

What we expect from you:

  • Skill in speaking with a pleasant voice, retaining composure, and building rapport with customers.
  • Ability to understand and navigate company systems within multiple screens in a fast paced environment while seated for extended periods of time.
  • Ability to work independently while making sound business decisions with a well-developed sense of urgency and follow through from call handle time to after call follow up.
  • Must be able to work under time constraints with fluctuating work volumes and scheduling requirements to meet the needs of the business, while also meeting/exceeding customer expectations.
  • Comfortable working in a high pressure and fast paced environment.
  • Skill with telephone sales techniques specifically with up-selling additional products/solutions.
  • Ability to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours.
  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office – Outlook, Word and Excel).
  • Strong written (email) communication utilizing proper grammar and punctuation.
  • Time management and adherence to schedules.
  • Ability to learn and adapt to new software technologies.
  • Minimum of two (2) years’ experience within a financial service industry or call center environment in one of these areas: Technical or Product Support; Call Center/Customer Support experience with direct customer contact; Financial services industry; Fraud or Risk Experience.

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.

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