Social Customer Care Specialist in Sao Paulo at PayPal

Date Posted: 10/18/2018

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 244 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 Specialist/Senior Specialist within Social Customer Care, you will review and respond to complaints directed at PayPal and received from other departments, all levels of management at PayPal in social media channels and Community. This position requires you to work very closely with all departments within PayPal resolving escalated customer issues. All complaints will be logged into the Lithium Database/PET 2.0 and root cause information will need to be determined for each complaint in order to provide proactive feedback on preventable complaints to other functions within PayPal. A Senior Specialist within SCC is organized, efficient, exhibits strong analytical skills, adapts well to change, has excellent business writing abilities, thrives in a fast-paced environment and independently determine appropriate solutions

Core Duties:

  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies when responding to escalations.  Analyze account history and trends to take appropriate action on accounts. Exercise judgment in the examination, interpretation and in making decisions concerning the resolution of problems to prevent monetary losses and reputational damage to the PayPal brand. (EE Sources and Social Media) (80%)
  • Provide feedback to management, operational excellence, compliance and/or legal regarding necessary changes and updates, including policies, process efficiencies, upgrades and customer care issues. (EE Sources and Social Media) (10%)
  • Provide feedback to management, operational excellence, compliance and/or legal regarding necessary changes and updates, including policies, process efficiencies, upgrades and customer care issues. (EE Sources and Social Media) (10%)
  • Make outbound calls to customers to help resolve complaints in the most efficient and customer centric manner. (EE Sources and Social Media) (10%)
  • Complete and facilitate extensive research of PayPal accounts or PayPal related issues in response to legal inquiries to provide an accurate analysis to the courts and our legal partners. (EE Legal (Court Orders)) (40%)
  • Coordinate communication with PayPal's Legal team, outside legal agencies, customers and regulatory agencies in order to comply with court orders, build rapport and protect company interests.  (EE Legal (Court Orders)) (40%)

Experiences:

  • 4+ years relevant experience to include 12 months experience in one or more of the following areas: Customer Service, Fraud Investigation, Card Issuing and or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Account Processing, ACH.
  • 12 months PayPal 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.

R0037460

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