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PayPal Customer Solutions Teammate - Spanish Philippines, Muntinlupa 722607044
10.04.2025
• We Care! – we treat each other as family. Every individual is important.
• We Choose Change! – we are passionate and inspired by change.
• We are FUNtastic! – laughter keeps it fun and fuels our creativity.
• Let’s Do This! – together we will always find a way
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
Experience and Qualifications:
- Minimum 2 years customer service experience required; tenured with solid experience and able to handle complex calls, including escalations
- Solid background in handling Spanish Bilingual account.
- Able to effectively communicate, verbally and in writing, in both Spanish and English.
- Proven ability to handle challenging customers in a professional manner while remaining calm
- Experience with Internet, MS Word, Excel and Outlook
- Experience with databases, such as MS Access is an asset
- Strong analytical and problem-solving skills
- Organized and detail-oriented, with the ability to multi-task
- Demonstrated initiative and desire to learn new tasks
- Fluency in an additional language is an asset
- Ability to work both independently and as part of a team
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
- Always follow up with a sense of urgency and drive results
Our Benefits:
Any general requests for consideration of your skills, please
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