上海招聘

Business Support Agent

SPECIFIC DUTIES

？ Respond to inbound service requests and merchant inquiries via telephone and email routed to the Department in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer.

？ Conduct regular outbound program to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policy and process, and facilitate them to activate transactions.

？ Assist customers with product information and site navigation. Ensure that new clients are familiar with PayPal procedures and processes that will impact their ability to manage their on-line businesses.

？ Demonstrate the ability to create, add, edit and troubleshoot our auction seller products, website seller tools, and all other products and services provided to eBay / PayPal customers. Assist the merchant in the selection of the correct PayPal product for his business needs. Provide consultative advice on new products or features that would benefit the Merchants through Upsell or Outreach campaigns.

？ Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations.

？ Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.

？ Research and resolve inquiries verbally, in writing, and on-line.

？ Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.

？ Responsible for attending ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to small businesses, risk management and on-line business practices.

？ Maintain compliance with all applicable regulations.

？ Accurately record customer trends using the online tracking tool.

？ Perform related duties as assigned.

REQUIREMENTS

？ 1+ years related experience including:

1. Experience in a customer support environment; PayPal and eBay experience is preferred.

2. Direct experience in Resolution Services or other areas within Risk Operations is preferred.

3. Direct work experience in working with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the merchant.

4. Experience in sales, Upsell or cross-sell customer support is preferred. Knowledge, Skills, and Abilities

？ Ability to function in multiple telephone and email queues covering several product lines.

？ Ability to learn and adapt to new software technologies.

？ Strong working knowledge of PC based internet and software applications.

？ Knowledge of external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel).

？ Good oral and written English skills.

？ Bachelors degree or equivalent work experience preferred.

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 *******************