PayPal Customer Care Rep Purchase Support Specialist / Credit Card Experience 

Philippines, Manila 

267491243

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