Executive Escalation Specialist in Beijing at PayPal

Date Posted: 10/24/2019

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 286 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.

Sr EE Analyst will be responsible for handling all internal/external escalated customer complaints. The role would need to work with cross business function, such as customer service, risk and compliance, legal, business management team etc to support on the customer complaints management and handling.

CORE DUTIES:

  • Resolve internal escalated tough customer complaints independently such as Executive escalations and customer service tough complaints escalations. Try best to find out the solution which can make both company and customers achieve win-win.
  • Represent company to handle the walking in customers who makes complaints by face to face with good negotiation skills.
  • Work closely with all levels’ stakeholders from different departments on escalations from government institutions/regulators such as Consumer Center, Market Supervision Administration, People's Bank of China and so on.
  • When performing as a supporting role, using professional operation knowledge and personal influence to engage with stakeholders. Help key decision makers understand complaints background and make most proper final company level decisions.
  • Draft complaints reports.
  • Proactively find out the opportunities in company products/process/policy by complaints root cause analysis, which co-work with related supporting teams to improve customer experience.


I.COMPETENCIES

  • Customer Focus
  • Drive for Results
  • Timely Decision Making
  • Problem solving
  • Interpersonal and negotiation
  • Strategic and Organizational Agility
  • Business Acumen


II.JOB REQUIREMENTS

  • Bachelor’s degree or above.
  • Requires at least 5-8 years’ tough complaints handling experience.
  • Advanced skills in Microsoft Office tools
  • Strong verbal communication skills utilizing active listening and clearly speaking to customer and writing skill (in both Mandarin and English) with solid logistic.
  • Good at interpersonal skills
  • Customer focus by make outbound calls or emails to customers to help resolve complaints in the most efficient way with customer friendly manner. Practice best judgment on what support needed for customer; actively listen to customer concerns, take ownership and empowerment in leading solutions
  • Problem solving by effectively identify problems and issues with relevant research via the appropriate tools. Decide on the outcome of complex issues. Keeping in mind that decisions may impact customer retention, company loss or savings, as well as resulting in legal action or reputational damage.
  • Comfort around senior management which can co-work with senior managers/directors without undue tension and nervousness. Can determine the best way to get things done with them by talking their language and responding to their needs.
  • Time management which be able to handle multiple complex and high priority tasks simultaneously with well-developed sense of urgency and follow-through.
  • Organizational agility which works very closely with all departments within company as well as performing a supporting role in assisting company’s Legal/Compliance Policy/Public Relations teams in resolving escalated customer issues. Knows how organizations work and how to get things done both through formal channels and the informal network.
  • Have confidence to handle tough situation under high pressure any time.

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.

R0049419