上海招聘

[eBay PayPal]Customer Service Agent 呼叫中心日语专员

——————————————————————————————————————————————

PayPal is the faster, safer way to pay and get paid online. The service allows members to send money without sharing financial information, with the flexibility to pay using their account balances, bank accounts, credit cards or promotional financing. With more than 94 million active accounts in 190 markets and 24 currencies around the world, PayPal enables global ecommerce. PayPal’s 2010 annual revenue was $3.4 billion, up 23 percent year over year. PayPal is an eBay company and is made up of three leading online payment services: the PayPal global payments platform, the Payflow Gateway and Bill Me Later. More information about the company can be found at https://www.paypal.com.
——————————————————————————————————————————————

I. GENERAL SUMMARY
Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.

II. SPECIFIC DUTIES
1. Respond to inbound service requests via telephone and email inquiries routed to Customer Support.
2.Assist prospective customers with product information and site navigation.
3. 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 customers.
4.Develop and maintain cross functional proficiency within selected skill sets.
5.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.
6.Research and resolve inquiries verbally and in writing.
7. Route customers to appropriate queue when needed.
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.
10.Attend company provided training and maintain compliance with all applicable regulations.
11.Accurately record time using the company tools.
12.Accurately record customer trends using the online tracking tool.
13. Perform related duties as assigned.

Job Requirements
1. Diploma holder or equivalent work experience preferred.
2. 6 months experience in a customer support environment preferred.
3. Experience in an Internet company, financial institution or transaction processor preferred.
4. Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
5. Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
6. Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
7. Ability to function in multiple telephone and email queues covering several product lines.
8. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
9. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
10. Ability to learn and adapt to new software technologies.
11. Good oral and written English skills.
12. Ability to develop and maintain professional working relationships with co-workers and peers.
13.Well-developed sense of urgency and follow through.

14.Good Japanese in both oral and written.

——————————————————————————————————————————
If you are interested in this position, please send both your English and Chinese resume to sha-hire@ebay.com

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%。

I. 职位简述

客户服务人员支持和解决与PayPal产品相关的问题、帮助客户做出决议，通过电话沟通和有效率和有效的方式电子邮件传输回应客户的查询，在这个过程中，客户的帐户、交易记录、银行帐户、银行对账单和其他客户具体信息是可用作解决问题的协助手段。

II. 具体职能

1.通过电话和回复客户发送的电子邮件来支持客户的查询或其他服务请求。

2.协助潜在客户处理其产品的相关信息以及其网站导购设置。

3.有能力提供给eBay（或使用PayPal）的客户创建、添加、编辑和解决我们的拍卖卖家的产品、网站销售工具和所有其他的产品、服务。

4.熟练掌握开发和维护跨功能选择的技能。

5.准确地判断、解释、决策与产品功能相关的问题，防止客户经济损失。

6.具备调查、解决客户服务请求的口语表达能力和书面表达能力。

7.在必要的时候，指导客户选择正确的发展方式、贸易手段。

8.提供给公司管理方面必要的修改、更新相关的顾客反馈，包括政策调整、服务升级和其他客户服务问题。

9.参与客户服务部为员工主办的培训和发展、有获取领域不断更新的知识的责任；参与公司培训，遵守公司规章制度。

III.工作要求

1.本科（含以上）学历或具备客户服务六个月以上工作经验者优先。

2.有互联网领域、金融机构或交易处理工作背景者优先。

3.熟悉了解互联网，具备为客户解答互联网业务功能、作业模式的能力。

4.可熟练操作使用常用办公软件，如Excel, Word, Outlook, and PowerPoint

5.具备使用公司内部系统及软件，如Kana, Intranet, Admin Tools, Attack的能力。

6.具备与客户通过电话准确无误地沟通的能力，主动而积极地倾听客户问题、准确答疑。

7.能够有效地通过电子邮件与客户沟通，语法得当、标点无误。

8.学习、适应新技术、新软件的能力较强。

9.日语口语流利、书面表达得体；英语CET-6以上。

10.能够处理好与同事的关系，有团队精神。

11.具备在突发紧急状况下处理问题的能力；具备处理问题后续事宜的能力。

如果您对我们的职位有意，请投递您的中英文简历至sha-hire@ebay.com,并清楚地标识您所投递的岗位。

更多eBay PayPal语种类职位，请参见应届生求职网、51job、智联招聘~

关注我们：http://aboutus.ebay.cn/job/

https://www.paypal-media.com

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