PayPal Business Relationship Expert 

France, Auvergne-Rhône-Alpes 

157538428

Job Description:

Your way to Impact:·

• Research: Effectively conduct outreach and respond to inquiries with PayPal merchants via chat and phone communication channels.

• Mentor: Proactively mentor our merchant customers through their PayPal journey by giving guidance on simple integrations, purchase & seller protection, as well as claim management processes.

• Innovate: Embracing a creative and innovating approach with a full set of tools, resources, and technology to achieve comprehensive solutions.

Keys to success:

• Team player - We win as a team.

• Excellent communicator – A natural at engaging and connecting.

• Driven by curiosity – A self-starter with continual interest in learning.

• Work hard / play hard - Enjoys a fast paced, yet fun working environment.

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

• Has passion for Customer Service and helping clients.

In your day-to-day role you will:

• Provide world-class customer service to engaged merchants.

• Responsible for working and responding professionally to customer enquiries via multiple communication channels e.g. inbound telephone calls and Async Messaging.

• Deliver “One Stop Shop” level of service to the merchants by resolving simple to complex contact types from Account Management, Disputes, Payments, Limitations, etc.

• Try all avenues to solve a customer’s issue, but if you can’t, explain why with an empathetic ear.

• Effectively identify problems and issues by performing relevant research using the appropriate tools

• Complete outbound calls to merchants to fully resolve issues in the most efficient and customer friendly matter.

• Enlighten merchants about the product and value offerings at PayPal, showcasing how they can contribute value or overcome barriers. Proactively recommend and educate the customers about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal.

• Meet or exceed performance metrics for customer experience, resolution rate, handle time, etc. as specified for GCS.

• Collaborate with stakeholders, escalate feedback, and build partnerships to champion process and drive proactive initiatives.

• Be curious by proactively asking the customer questions on how they use their account to understand their needs & to identify any opportunities PayPal can provide.

• Potential to partner with our Sales executive team to expand business within our customer base.

What you need to bring:

• Experience: 3-4 Years relevant experience.At least 24 months of Financial service industry or call center environment is preferred, 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.

• Education: High school diploma or equivalent

o Ability to communicate effectively via email by utilizing proper grammar and punctuation skills.

o Ability to handle multiple complex and high priority tasks simultaneously.

o Ability to make empowered decisions based on research and within the policies and procedures.

o Proficiency in the use of computer systems with the ability to learn and adapt to new software technologies.

• Problem Solving: Appetite to troubleshoot with correct solution using tools, resources and technology. Should have solidcustomer/stakeholder/accountmanagement skills with strong drive to help in terms of troubleshooting merchant concerns.

• 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.

Any general requests for consideration of your skills, please