广州招聘

JOB TITLE: Business Support Agent- Hong Kong 商户支持粤语专员

职位概述
商户支持粤语专员应了解PayPal企业客户的需求及eBay拍卖模式，能够为使用PayPal的新客户和小型企业客户提供电话、邮件支持，根据PayPal产品特征和优点为客户提供咨询性的建议。在客户使用PayPal产品产生疑问时，商户支持粤语专员应依据PayPal的风险政策和实践经验提供解决方案，辅导客户处理争议流程，帮助客户进行决策。同时，商户支持粤语专员将与客户以及PayPal其他部门沟通，因此需具备出色的人际沟通能力和专业的商务写作技能。

I. POSITION OVERVIEW
As a Merchant Business Support Agent, your primary responsibilities will be to provide telephone and email support 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.

II.CORE DUTIES
-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. (50%)
-Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, and policy and process pain points. (10%)
-Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers. (10%)
-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. (20%)
-Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations. (10%)

III.-JOB REQUIREMENTS
-Native or very proficiency in speaking Cantonese （母语为粤语）
-1 year experience in logistics, foreign trade, sales, marketing and consulting is preferred
-English requirement: CET 6 or above
-Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer
-Strong written (email) communication utilizing proper grammar and punctuation
-Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism
-Ability to function in multiple queues covering several product lines
-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 & 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 *******************