Sr Representative Customer Care Merchant jobs at Paypal in China, Shanghai

This job delivers complete solutions spanning all phases of the Software Development Lifecycle (SDLC). It involves advising management on project-level issues, guiding junior engineers, operating with little supervision, and applying knowledge of technical best practices.

Essential Responsibilities:

• Delivers complete solutions spanning all phases of the Software Development Lifecycle (SDLC) (design, implementation, testing, delivery and operations), based on definitions from more senior roles.
• Advises immediate management on project-level issues
• Guides junior engineers
• Operates with little day-to-day supervision, making technical decisions based on knowledge of internal conventions and industry best practices
• Applies knowledge of technical best practices in making decisions

Expected Qualifications:

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Our Benefits:

Any general requests for consideration of your skills, please

This job assists customers via phone, chat, and email, addressing inquiries about products, services, accounts, and transactions. You’ll research issues, interpret transaction activity, and resolve concerns to support their business. You’ll also mentor new agents, provide feedback to managers and team leads, and act as an escalation point for complex cases. By proactively communicating with support teams and educating customers on product features, you’ll enhance their experience. Additionally, you’ll handle escalations, consultation lines, and various communication channels while ensuring privacy, security, and compliance.

Essential Responsibilities:

• Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions.
• Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts.
• Provide guidance and education on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.
• Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions.
• Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback.
• Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements.
• Maintain account confidentiality, ensuring customer privacy and security in all interactions.
• Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience.
• Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues.

Expected Qualifications:

• Minimum of 2 years of relevant work experience

Preferred Qualification:

Experience in B2B/merchant servicing is a plus/preferred.

Our Benefits:

Any general requests for consideration of your skills, please

This job provides multi-faceted support to management, ensuring the smooth operation and support in daily activities. It is responsible for managing calendars, scheduling meetings, and coordinating travel arrangements. Additionally, the Sr Assistant will prepare and edit correspondence, reports, and presentations, ensuring all documents are accurate and professionally formatted. Scope: This job typically supports a Senior Vice President (SVP) or 1 SVP and 1 VP.

Essential Responsibilities:

• Proactively manages the calendar of the executive independently with no guidance.
• Performs administrative duties such as expenses, complex travel, distribution lists, and ordering supplies following general guidelines.
• May act as a delegate in internal systems on behalf of the executive.
• Coordinates meeting & event logistics with minimal guidance.
• Provides guidance to other assistants within their organization.
• May assist in confidential communications; exercises a high degree of discretion while handling confidential matters.

Minimum Qualifications:

• Minimum of 5 years of relevant work experience

Our Benefits:

Any general requests for consideration of your skills, please

This job leads complex projects and resolves complex employee relations matters, utilizing their expertise to design programs that enhance manager effectiveness and engagement. They provide guidance on policies, analyze business trends, and implement initiatives for global process improvements, ensuring the function's effectiveness.

Essential Responsibilities:

• Effectively investigate and resolve complex employee relations matters, utilizing sound judgment and decision making to achieve optimal outcomes.
• Lead complex projects and problem resolution related to employee relations.
• Design and administer programs that enhance manager effectiveness and employee engagement.
• Provide guidance and training to managers and employees on employee relations policies.
• Analyze current business trends to inform employee relations strategies.
• Implement initiatives that result in global process improvements within the function.

Required Qualification:

• Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Essential Responsibilities:
You will lead policy development and process improvement projects, collaborating with stakeholders such as Legal and Payroll. Additionally, you will guide compliance and reporting efforts, support complex investigations, and advocate for employees navigating challenging circumstances. Provides guidance and advice to peers on complex matters, ensuring consistency across the region. Manage the end-to-end portfolio of regional employee policies, programs, and processes with nuanced jurisdictional requirements.

Role holder expected to
• operate with sufficient autonomy to work across sub-functions and ensure functional processes are continuously improved. You will develop strong business partnerships.
• collaborate cross-functionally and develop strategy for program execution.
• solve highly complex or novel problems. You will determine methods and techniques to obtain results.
• Partner with the Legal team in implementing actions arising from complex or sensitive investigations.
• Oversee the support and advocacy for employees navigating complex or challenging circumstances through the delivery of PayPal employee policies, programs, and other resources.
Role holders’ decisions will influence the direction and resources for operations and could impact overall organizational activities. Role holder will be able to handle decisions that come with notable risk and complexity.

Our Benefits:

Any general requests for consideration of your skills, please