上海招聘

As a Merchant Business Support Agent, your primary responsibilities will be to provide telephone and email support (in Cantonese and/or English) to small and new merchant accounts. This position must understand the PayPal merchant and eBay auction suite of products and tools, and provide consultative advice to customers regarding the features and benefits of all PayPal products. Business Support Agents support and troubleshoot PayPal Product issues, provide information and support regarding PayPal risk policies and practices, educate customers concerning dispute processes, and assist in determining resolution for customers. The duties require excellent interpersonal and professional business writing skills, as there is significant interaction with customers, as well as other PayPal departments.

?Respond to inbound service requests and merchant inquiries routed to the Merchant Services Department via telephone and email in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer. Assist the merchant in the selection of the correct PayPal product for their business needs. Provide consultative advice on products or features that would benefit the Merchants through Upsell or Outreach campaigns.

?Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, and policy and process pain points.
?Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers.
?Conduct regular outbound contacts to deliver merchant education via telephone and email. Ensure new 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 and Risk Operations.

Competencies
?Customer Focus
?Listening
?Problem Solving
?Composure
?Drive for Results
?Functional / Technical Skills
?Perspective
?Interpersonal Savvy

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

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