上海招聘

Job Title: 账户审核及交易纠纷处理专员 ( LA & DP Specialist)
Department: 客户支持， Paypal Shanghai


职位概述
账户限制及审核专员利用最新的现代通讯工具，快速有效地为客户答疑解惑。作为与客户沟通的重要桥梁，账户限制及审核专员应针对客户的疑问，积极提供有预见性的、善意而及时的决策。该员工应具备娴熟的沟通技巧，善于与客户互动，乐于创新，提供可行的解决方案，同时积极营造团队合作的氛围。


I. POSITION OVERVIEW
As a LA & DP specialist, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline representative, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. A LA & DP specialist 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
1 Resolve customer queries in real time by email & phone calls or pass the information to the most relevant PayPal department so it can be dealt with appropriately.
Tasks involve: Research using the appropriate tools, limiting accounts as appropriate or lifting limits based on appeal, closing out of buyer complaints, tracking customer contacts and logging relevant case related information. (90%)
2 Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal. In undertaking this duty you will use Compass and IT systems to recognize the opportunities and transition the call. Deliver on metrics set for offered and accepted opportunities. (5%)
3 Provide consistent feedback regarding overall customer satisfaction, tools and processes. (5%)

III. JOB REQUIREMENTS
1 College degree or above
2 English requirements: CET 4 or above
3 Strong verbal communication skills utilizing active listening and clearly speaking to customers
4 Strong written (email) communication utilizing proper grammar and punctuation
5 Ability to work independently while making sound business decisions on case information
6 Well-developed sense of urgency and follow through
7 Ability to multitask multiple systems, screens, and tasks during customer contacts
8 Time Management and Adherence to schedules
9 Ability to learn and adapt to new software technologies
10 Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).
11 Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack)

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