上海招聘

工作地点： 上海

请于简历中标识自己的语言能力~

【eBay PayPal】Business Support Agent 商户支持粤语专员

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eBay

1.eBay来自于美国的财富500强企业，成立于1995年9月，是全球最大的互联网在线交易市场。

2.eBay在十年中获得了2000倍增长，2010年末季度营收高达25亿美元，净利润超过5亿美元。

3.拥有美国，德国，英国，法国，澳大利亚等40个国家和地区站点，3亿多eBay用户来至于150多个国家。从汽车到饰品，服装到玩具，家用器具到电子产品，任何合法商品都能在eBay全球平台通过自由竞拍或者一口价的方式成交。

PayPal

1.PayPal 是eBay的子公司，成立于1998年12月，是全球最大的在线支付解决方案领跑者。

2.PayPal在190个国家和地区支持24种货币，在全球有超过2.2亿个账户（截止到2009年12月）。

3.PayPal目前在跨国交易中超过90%的卖家和超过85%的买家认可并正在使用PayPal电子支付业务。

4.2010年营收高达34亿美元，占全球电子商务销售量的18%。

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SPECIFIC DUTIES

1.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.

2.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.

3.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.

4.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.

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

6.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.

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

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

9.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.

10.Maintain compliance with all applicable regulations.

11.Accurately record customer trends using the online tracking tool.

12.Perform related duties as assigned.

13. Good Cantonese and English.

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

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

？ b.Ability to learn and adapt to new software technologies.

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

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

？ e.Good oral and written English skills.

？ f.Bachelors degree or equivalent work experience preferred.

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If you are interested in this position, please send your resume in both English and Chinese to sha-hire@ebay.com. Kindly remind that please highlight the position you apply for in your CV.

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