Customer Service Teammate

Work from
Type
Full Time
Opening date
Closing date
19 Feb 2022
Views
186

As a teammate within Account Protection & Financial Services, your primary responsibilities will be assisting our 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 frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. A successful teammate within Customer Services demonstrates strong ownership and communication skills. They excel at customer interaction through delivering empowered effortless experience with practical solutions and proactive education to address future opportunities. They thrive in a quick paced and collaborative team environment.Job Description:

Core Duties:

  • Confidently answer phone calls, emails and messages from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately (90%)
  • 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, e.g., average handling time, customer experience, proactive product offered and accepted opportunities. (5%)
  • Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%)

Competencies:

  • Customer Focus
  • Active Listening
  • Clarity in Communicating
  • Problem Solving
  • Drive for Results
  • Ethics and Values
  • Integrity and Trust

Skills Required:

  • Strong working knowledge of applications such as Outlook, Word and Excel and Internet Web Browsers such as Google Chrome and Microsoft Edge
  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers using positive language
  • Strong written (email/messaging) communication utilizing proper grammar and punctuation
  • Ability to work independently while making sound business decisions on customer cases
  • Well developed sense of urgency and follow through
  • Ability to multitask multiple systems, screens, and tasks during customer contacts
  • Time Management and Adherence to schedules
  • Ability to learn and adapt to new software technologies
  • Flexibility and ability to adapt to change in a fast paced environment
  • Adhere to internal processes in order to maintain security on accounts and work within Internal Guidelines.
  • Recognize Opportunities: Connect customers current request with likely follow-up or future needs and avoid recontacts

Experience:

12+ months customer service experience required

Education:

High School Diploma or equivalent required

Shifts/Training:

  • Expect non-traditional shifts
  • Training is Monday-Friday for 14 weeks
  • 100% attendance is required throughout training.

In order to work from home, we’ll need you to tick off a few things:

  • Must have a high-speed internet connection with a minimum of 100 Mbps from a reliable internet provider.
  • Equipment should be directly connected to a router/modem for best quality versus a wireless connection.
  • All PayPal hardware you receive needs to be connected to a surge protector.
  • Must have a dedicated home office space free of distraction and background noise.

PayPal Benefits:

  • Excellent medical and dental benefits that start day one
  • 401k match and employee stock purchase plan
  • Give back to local communities through our many fundraising and volunteer opportunities
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service
  • Active Employee Resource Groups

Physical Requirements:

This position requires sitting, typing and repetitive motions.

*This is a remote position where you can work from the comfort of your home. Must reside in Texas*

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