PayPal Customer Service Representative - Portuguese Speaker 

Ireland 

312038067

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.This role is virtual within the Republic of Ireland

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:

• 1 year of relevant experience

This role is remote within the Republic of Ireland.

• Fluency in both Portuguese & English is required for this role.
• Minimum of 1 year of relevant work experience in remote environment.
• Technical Proficiency: Comfortable navigating multiple systems/tools simultaneously, quickly learns new digital platforms and updates and troubleshoots basic tech issues independently.
• Collaboration in a Remote Team:Proactively communicates with team leads and peers, shares updates, flags issues, and supports others in chat groups. Engages positively in virtual meetings and discussions.
• Self-Motivation & Accountability:Manages time effectively without direct supervision in the virtual world, consistently meets or exceeds performance and quality targets and takes ownership of tasks and follows through independently.
• Communication Skills (Written &Verbal): Written - Communicates clearly, professionally, and empathetically in chat. Verbal - Speaks confidently and with clarity during phone interactions. Adapts to the tone of the channel and customer needs and actively listens and asks clarifying questions when needed.
• Time Management & Prioritization:Manages queue, breaks, and workload efficiently in a remote setup adhering to schedule and prioritizes tasks based on urgency and impact.
• Problem-Solving & Critical Thinking: Analyses issues and finds appropriate solutions efficiently, uses sound judgment to decide when to escalate and applies learning from past cases to resolve new challenges.
• Decision-Making:Makes confident, informed decisions within policy guidelines, balances customer satisfaction with operational efficiency and manages edge cases responsibly without constant input.
• Adaptability & Resilience:Adjusts quickly to shifting priorities or new procedures, maintains professionalism during high volumes or challenging interactions and stays solution-focused even under pressure.
• Customer-Centric Mindset:Demonstrates empathy, patience, and a genuine desire to help, builds rapport quickly with customers via chat and voice and strives for first-contact resolution and high satisfaction.
• Ethics & Values: Upholds the organization’s values in all interactions, respects diversity, equity, and inclusion and makes decisions with fairness and responsibility in mind.
• Integrity & Trust:

Any general requests for consideration of your skills, please