PayPal Customer Care Rep - NA PD Consumer Servicing 

Philippines, Manila 

16980435

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. By providing proactive guidance and real-time solutions, you’ll enhance customer loyalty while ensuring privacy, security, and compliance with account guidelines.

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