Senior Associate Account Manager(French) in Dublin at PayPal

Date Posted: 2/22/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
    Business Support
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

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 210 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.

The AAM Support Senior Agent is responsible for assisting and mentoring agents who provide telephone and email support to merchants supported by the AAM Department as well as for responding to advanced inquiries from customers supported by this market segment. This blend of production and coaching responsibility may vary as business needs dictate.
The senior agent role assists by identifying and providing additional technical, product support and or training to Agents in the performance of their job. They are directly involved in the training and communication of product feature changes and Push information that impacts the Business Support segment. Investigation of PayPal accounts, transaction logs, bank accounts, PayPal credit and debit card statements and other customer specific information is used to resolve issues.
In this role, the agent may be required to utilize additional resources such as ACH and Credit Card permissions and tools. The position is expected to understand, communicate and train where applicable PayPal’s risk policies, dispute and chargeback procedures and to assist in the acquisition of supplemental information from the customer to enable appropriate management of risk.

ore Duties

  • Provide leadership, guidance, assistance and mentoring to Agents by answering questions, providing feedback, identifying training opportunities on customer issues, and supporting all areas of the Business Support strategy.
  • Complete Quality Monitoring each month, monitor the results and give appropriate feedback.
  • Maintain departmental standards for Production, Quality, and Customer Satisfaction (CSAT) as communicated by the manager.
  • Floor walk – be available for the agents in relation to questions and perform side by side quality monitoring etc.
  • Identify and analyse employee-training needs and requests.
  • Handle escalated calls as they are presented. Back up the Business Support telephone queues as needed
  • Complete Process Improvement Plans where appropriate – to improve quality
  • Collaborate with other professionals to develop training presentations and information as required for new products, procedures, product training, etc. Work with the manager to deliver the training or distribute the information as appropriate.
  • Competencies:

  • Customer Focus
  • Listening
  • Problem Solving
  • Composure
  • Time Management
  •  Functional / Technical Skills
  • Ethics and Values
  • Integrity and Trust
  • Drive for Results
  • Dealing with Ambiguity
  • Basic Qualifications

  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
  • Strong written (email) communication utilizing proper grammar and punctuation
  • Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism.
  • Ability of leadership, organization, and time management skills
  • Ability to learn and adapt to new software technologies
  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).
  • Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
  • Internet company
  • Experience:

  • 6+ years relevant work experience required
  • Experience in practical development skills and coaching preferred
  • 6 months prior Merchant solutions experience 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.



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