דרושים Customer Care Rep Purchase Support Specialist / Credit Card Experience ב-Paypal ב-Philippines, Manila

Job Description:

• As a Customer Solutions Specialist, you will serve as the first point of contact for customers, understanding and addressing their inquiries, issues, and providing effective resolutions. Your role includes promoting the services and products offered by Venmo to enhance customer experience and satisfaction. Collaboration with cross-functional teams and various departments will be essential to improve internal processes and ensure a seamless customer support experience. Continuous learning and staying updated on product knowledge and industry trends are vital aspects of this position to deliver exceptional customer service.
• Provide world-class customer service, by helping to resolve our customer’s queries in real-time or work with the most relevant PayPal department so they can be dealt withappropriately
• Field inbound support calls, live chats, and emails from users about our product offerings. Maintain Venmo/PayPal standards for Production, Quality, and Customer Satisfaction as communicated by the business.
• Educate our customers on how to use Venmo to send and receive payments. Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with Venmo. As a Teammate, you will have to keep updated and educated on account features that are available to all.
• Provide consistent feedback regarding overall customer satisfaction, tools and processes, and collaborate with leadership regarding necessary changes and updates, including product related policies and procedures, upgrades, and customer care issues.
• Proactively communicate with operational support departments in identifying and resolving issues.

Requirements:

• 3+ years of relevant work experience in the Financial Services field.
• Related experience as a Subject Matter Expert in credit card services.
• Passion for delivering exceptional customer experiences and serving as a role model for support agents

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner

• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.

• Tracks inquiries to their resolution; escalating i

• ssues when necessary.

• Documents responses and logs as required according to our workflows.

• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.

• Perform other duties and required.

• Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skill

• s utilizing active listening and clearly speaking to customers

• Strong written (email) communication utilizing proper grammar and punctuation

• Ability to work independently while making sound business decisions on case information

• Well-developed sense of urgency and follow through

• Ability to multitask using multiple systems, screens, and tasks during customer contacts

• Time Management and adherence to schedules

• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging

• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences

• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal

• Research

  • Understand the issues behind a customer inquiry

  • Driven by curiosity – Self-starter with continual interest in learning

• Resolve

  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions

  • Ability to work independently while making sound business decisions on case information

• Innovate:

  • Proactively look for ways to improve internal processes

  • Work hard / play hard – Fast-paced paced yet fun working environment

  • Be a Team player - We win as a team

Competencies:

• Customer focus

• Strong listening skills

• Problem solving & solutions-oriented

• Remains calm under pressure

• Drive for results

• Functional / technical skills

• Upholds strong ethics and values, integrity and trust

Empathy and Customer focus

• Communicate with clarity

• Genuinely care about helping customers to resolve their cases

• Actively listen and ask questions in a positive and professional manner to find the quickest resolution

• Work independently while making sound business decisions for customers

• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc

• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability

• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines

• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time

• Using the right tool to complete tasks

• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success

• Share knowledge with team on best practices

• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Our Benefits:

Any general requests for consideration of your skills, please

Experience & Qualifications

• At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and very strong in Account Management. Financial service industry or call center environment is advantageous, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development.

• Proven ability to handle challenging customers in a professional manner while remaining calm

• Ability to work both independently and as part of a team.

• Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology.

• Agility: Prioritize and manage time efficiency by adhering to clearly defined KPIs

• Adaptability: Learning on the fly, multi-tasking and efficiently using tools to identify and solve complex problems.

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner

• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.

• Tracks inquiries to their resolution; escalating issues when necessary.

• Documents responses and logs as required according to our workflows.

• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.

• Perform other duties and required.

Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers

• Strong written (email) communication utilizing proper grammar and punctuation

• Ability to work independently while making sound business decisions on case information

• Well-developed sense of urgency and follow through

• Ability to multitask using multiple systems, screens, and tasks during customer contacts

• Time Management and adherence to schedules

• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging

• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences

• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal

• Research

  • Understand the issues behind a customer inquiry

  • Driven by curiosity – Self-starter with continual interest in learning

• Resolve

  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions

  • Ability to work independently while making sound business decisions on case information

• Innovate:

  • Proactively look for ways to improve internal processes

  • Work hard / play hard – Fast-paced paced yet fun working environment

  • Be a Team player - We win as a team

Competencies:

• Customer focus

• Strong listening skills

• Problem solving & solutions-oriented

• Remains calm under pressure

• Drive for results

• Functional / technical skills

• Upholds strong ethics and values, integrity and trust

Empathy and Customer focus

• Communicate with clarity

• Genuinely care about helping customers to resolve their cases

• Actively listen and ask questions in a positive and professional manner to find the quickest resolution

• Work independently while making sound business decisions for customers

• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc

• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability

• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines

• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time

• Using the right tool to complete tasks

• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success

• Share knowledge with team on best practices

• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Our Benefits:

Any general requests for consideration of your skills, please

As a Teammate you will:

• Confidently answer contacts, through multiple channels (i.e.. Phone, Email, Chat), from customers our company’s products and services.
• Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.
• Champion the customer’s issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.
• Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
• Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
• Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding about features and benefits of PayPal products in order to improve their satisfaction and expand their relationship with PayPal
• Balance the needs of the customer and business while driving loyalty and long-term value
• Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
• Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products and services.
• Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email orchat. Ensurenew consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
• Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.

Preferred Qualification:

Qualifications:

• At least 2 years Customer Service Experience – ideally with fintech/financial services/tech and product background +upselling/cross-selling/sales
• Preferred experience in blended complex programs both with voice and non-voice
• Strong analytical and problem-solving skills / strong knowledge in own metrics and meeting performance targets
• Resilient, high on empathy, professional maturity, integrity, customer focus, and adaptability
• Collaborating with leaders to implement strategy and process improvement
• Independent / Self-management [non handholding] / works with less supervision
• This is a full-time position in a Contact Centre, including scheduling on weekends and statutory holidays. Shifts may vary, ranging from early morning, midday, afternoon, evening, and overnight shifts.

Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
• Strong written (email) communication utilizing proper grammar and punctuation
• Ability to work independently while making sound business decisions on case information
• Well-developed sense of urgency and follow through
• Ability to multitask using multiple systems, screens, and tasks during customer contacts
• Time Management and adherence to schedules
• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging
• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences
• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal
• Research
  • Understand the issues behind a customer inquiry
  • Driven by curiosity – Self-starter with continual interest in learning
• Resolve
  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions
  • Ability to work independently while making sound business decisions on case information
• Innovate:
  • Proactively look for ways to improve internal processes
  • Work hard / play hard – Fast-paced paced yet fun working environment
  • Be a Team player - We win as a team

Competencies:

• Customer focus
• Strong listening skills
• Problem solving & solutions-oriented
• Remains calm under pressure
• Drive for results
• Functional / technical skills
• Upholds strong ethics and values, integrity and trust

Empathy and Customer focus

• Communicate with clarity
• Genuinely care about helping customers to resolve their cases
• Actively listen and ask questions in a positive and professional manner to find the quickest resolution
• Work independently while making sound business decisions for customers
• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal.

Our Benefits:

Any general requests for consideration of your skills, please

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 on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.
• Maintain account confidentiality, ensuring customer privacy and security in all interactions.
• Recommend solutions and alternatives that align with customer needs and business objectives.
• Escalate issues when necessary and relay customer feedback on product improvements and policy enhancements.
• Continuously develop knowledge of PayPal’s business, features, and services, contributing feedback to improve processes and tools.

Expected Qualifications:

• Minimum of 1 year of relevant work experience

Experience

• 2+ years’ experience in a role that put you in direct contact with consumers.
• Fluency in English is essential
• Education: High school diploma or equivalent
• Good problem solving and analytical skills
• Financial services and/or call center experiencepreferred.
• Comfortable working in a high pressure, fast paced environment with competing priorities – able to shift focus based on organisational needs
• A technical mindset
• Ability to work to a clear set of targets and KPI’s

In order to work well remotely, we are requesting the following:

• Must have a high-speed internet connection with a minimum of 100 Mbps download and 50 Mbps upload, for a single user, 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 dedicated working space free of distraction and background noise.
• PhysicalRequirements: Thisposition requires sitting, typing and repetitive motions.

Our Benefits:

Any general requests for consideration of your skills, please

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

Experience & Qualifications

• At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and very strong in Account Management. Financial service industry or call center environment is advantageous, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development.
• Proven ability to handle challenging customers in a professional manner while remaining calm
• Ability to work both independently and as part of a team.
• Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology.
• Agility: Prioritize and manage time efficiency by adhering to clearly defined KPIs
• Adaptability: Learning on the fly, multi-tasking and efficiently using tools to identify and solve complex problems.

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner
• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.
• Tracks inquiries to their resolution; escalating issues when necessary.
• Documents responses and logs as required according to our workflows.
• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.
• Perform other duties and required.

Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
• Strong written (email) communication utilizing proper grammar and punctuation
• Ability to work independently while making sound business decisions on case information
• Well-developed sense of urgency and follow through
• Ability to multitask using multiple systems, screens, and tasks during customer contacts
• Time Management and adherence to schedules
• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging
• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences
• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal

• Research
  • Understand the issues behind a customer inquiry
  • Driven by curiosity – Self-starter with continual interest in learning
• Resolve
  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions
  • Ability to work independently while making sound business decisions on case information
• Innovate:
  • Proactively look for ways to improve internal processes
  • Work hard / play hard – Fast-paced paced yet fun working environment
  • Be a Team player - We win as a team

Competencies:

• Customer focus
• Strong listening skills
• Problem solving & solutions-oriented
• Remains calm under pressure
• Drive for results
• Functional / technical skills
• Upholds strong ethics and values, integrity and trust

Empathy and Customer focus

• Communicate with clarity
• Genuinely care about helping customers to resolve their cases
• Actively listen and ask questions in a positive and professional manner to find the quickest resolution
• Work independently while making sound business decisions for customers
• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc
• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability
• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines
• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time
• Using the right tool to complete tasks
• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success
• Share knowledge with team on best practices
• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Our Benefits:

Any general requests for consideration of your skills, please

Responsibilities:

• Sets clear goals & measurements, drives team results to achieve organization goals

• Coaches & develops a team of Team Leaders/ Support Leaders & teammates into a highly responsive team that meets & exceeds the required published performance standards

• Ensures Team Leaders are coaching, developing & communicating with their teams routinely & effectively through conducting coach the coach sessions & observations of their Team Leaders in various forums

• Utilizes behavioral based coaching model when coaching Team Leaders enabling the leaders to self-assess the methods to be successful in achieving goals

• Proactively leads & facilitates constructive two-way dialogue between Team Leaders & other functions to drive operational excellence

• Utilizes a diverse range of development, to grow Team Leaders

• Utilizes Situational Leadership skills to effectively delegate & adjust coaching style to the performance & knowledge level of the teammate & Team Leader being coached

• Utilizes Performance Development Planning process to enable the team to create & follow up on plans for teammate & Team Leader career development

• Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching & development activities

• Establishes global relationships with other leaders & business units, & support groups, throughout the organization, to ensure excellent information flow & feedback on impacts of process, policy & product changes

Competencies:

• Change Management

• Enable and Grow Talent

• Innovate Constantly

• Deliver Stand out Results

• Executes Well, Managing/Measuring Work

• Shared Values/ Ethics

• Customer Focus

Job Requirements:

• 5 + years of experience in people management

• 3+ years Compliance, Risk, Fraud Management at a financial institution would be a distinct advantage

• Customer communication experience

• Bachelor’s degree or equivalent work experience

Preferred Qualifications:

• Strong verbal & written communication skills, & the ability to effectively communicate with teammates, leaders & business unit leadership

• Track record of creating inclusive, high performing teams

• Excellent organizational, communication, & interpersonal skills

• Ability to influence & drive positive changes in performance utilizing data & reports

• Ability to recognize the need for & lead through change management initiates while maintaining & driving teammate engagement

• Proven ability to overcome resistance & drive Team Leaders to meet & exceed on customer experience goals & business goals

• Effectively influences Team Leaders to target coaching opportunities & ensure continuous performance improvement

• Ability to anticipate trends & patterns, act quickly to change course & maintain momentum towards reaching established goals

• Ability to define & utilize quantitative & qualitative management information reports to increase overall performance scores & drive for positive results

• Proficiency in systems, proficiency in &/or ability to quickly learn internal business systems

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.

Our Benefits:

Any general requests for consideration of your skills, please