PayPal

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary:

Do you enjoy solving problems and helping people? Want to join a company that will give you industry leading training, cutting edge technology and access to worldwide, world-class customers?

Join PayPal’s Global Customer Operations team and work in an environment that is casual, team-oriented, community focused and believes in the importance of work life balance!

As a Customer Service Teammate in Product and Site Support your responsibilities will be. to create effortless experiences by assisting our customers in issue resolution with helpful, efficient and accurate answers to their questions. A successful teammate exhibits strong written and verbal communication skills, excels at customer interaction, delivers practical solutions, thrives in quick paced, ever changing, ambiguous and collaborative team environment.

Job Description:

As a Teammate you will:

• Confidently answer contacts, through multiple channels (i.e.. Phone, Email, Chat), from customers our company’s products and services.
• Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.
• Champion the customer’s issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.
• Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
• Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
• Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding about features and benefits of PayPal products in order to improve their satisfaction and expand their relationship with PayPal
• Balance the needs of the customer and business while driving loyalty and long-term value
• Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
• Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products and services.
• Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email or chat. Ensure new consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
• Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.

Qualifications:

• At least 2 years Customer Service Experience – ideally with fintech/financial services/tech and product background + upselling/cross-selling/sales
• Preferred experience in blended complex programs both with voice and non-voice
• Strong analytical and problem-solving skills / strong knowledge in own metrics and meeting performance targets
• Resilient, high on empathy, professional maturity, integrity, customer focus, and adaptability
• Collaborating with leaders to implement strategy and process improvement
• Independent / Self-management [non handholding] / works with less supervision
• This is a full-time position in a Contact Centre, including scheduling on weekends and statutory holidays. Shifts may vary, ranging from early morning, midday, afternoon, evening, and overnight shifts.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:

Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

PayPal provides equal employment opportunity (EEO) 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/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Any general requests for consideration of your skills, please Join Our Talent Community.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.