Customer Care Rep
Há 2 dias
Company Overview PayPal has been revolutionizing commerce globally for more than 25 years, creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure. We empower consumers and merchants in approximately 200 markets to thrive in the global economy. Role Summary As a Business Relationship Expert, you will deliver world‑class customer experiences to engaged PayPal merchants. You will support merchants throughout their journey, resolve queries, and foster long‑term, mutually beneficial partnerships. 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 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 & Qualifications At least 2 years of relevant experience in customer service, preferably with background handling merchants/corporate accounts (B2B) and strong in account management. Financial services or call center experience is advantageous. Excellent English communications skills. Portuguese or 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 skills and 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. Benefits & EEO PayPal offers competitive benefits including a flexible work environment, health and life insurance, employee share options, and more. PayPal provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity, and expression. PayPal will provide reasonable accommodations for qualified individuals with disabilities. #J-18808-Ljbffr
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