广州招聘

职位概述：
客户保护及争议处理专员将会协助买家与卖家解决纠纷；通过你对买家和卖家保护政策的了解，及时、准确地完成索赔和审查。同时，作为客户和Paypal沟通的重要桥梁，你能够正确、友好、及时地向客户提供解决方案是非常重要的。因此客户保护及争议处理专员需要具备娴熟的沟通技巧，善于与客户交流，创新意识和团队合作能力。
I. POSITION OVERVIEW
As an Agent within Protection Services, your primary responsibilities will be assisting buyers and helping to resolve their seller dispute inquiries. By utilizing the latest in modern communication and technology tools, and your knowledge of the buyer and seller protection policies, you will complete reviews and resolve claims in a timely and accurate manner. As a frontline representative, you will be the primary point of contact for our customers – it is imperative that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries. An Agent within Protection Services exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in a collaborative team environment.

II. CORE DUTIES
？ Reviewing and attaching customer responses to claims filed against them or on their behalf. (5%)
？ Completing or cancelling pending reversals when appropriate. (5%)
？ Restricting accounts when appropriate. (5%)
？ Closing of claims filed through PayPal’s Consumer Protection Policies. (70%)
？ Escalating appropriately to Fraud Investigations. (5%)
？ Review limited PayPal accounts and determine the legitimacy of the account and account holder. This also includes determining cases that need to be resolved by the customer to lift their Limited Access. (10%)

III. JOB REQUIREMENTS
？ 12+ months customer service experience preferred
？ Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
？ Strong written (email) communication utilizing proper grammar and punctuation
？ Ability to make discretionary decisions based on research
？ Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
？ Ability to learn and adapt to new software technologies
？ Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
？ Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack)

eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************