PayPal Customer Care Rep - Merchant Portuguese/Spanish Brazil, São Paulo, São Paulo 699170257
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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 and education on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.
Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions.
Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback.
Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements.
Maintain account confidentiality, ensuring customer privacy and security in all interactions.
Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience.
Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues.
Experience and Qualifications
At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and very strong in Account Management. Financial service industry or call center environment is advantageous, 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.
Excellent English comms skills. Portuguese/ Spanish language capacity preferred.
Able to effectively communicate, verbally and in writing, in both Portuguese/Spanish and English.
Proven ability to handle challenging customers in a professional manner while remaining calm
Ability to work both independently and as part of a team.
Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology.
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.
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
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