苏州招聘

I. POSITION OVERVIEW
As an Agent within Customer Solutions, 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. An Agent within Customer Solutions 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
Answer phone calls, emails, and case work from customers and work to resolve customer queries in real time 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%)

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%)

Provide consistent feedback regarding overall customer satisfaction, tools and processes. (5%)

III. COMPETENCIES

Customer Focus
Listening
Problem Solving
Composure
Drive for Results
Functional / Technical Skills

IV. JOB REQUIREMENTS

Native Taiwanese (台湾籍员工）

Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Strong written (email) communication utilizing proper grammar and punctuation
Ability to work independently while making sound business decisions on case information
Well-developed sense of urgency and follow through
Ability to multitask multiple systems, screens, and tasks during customer contacts
Time Management and Adherence to schedules
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, and Excel).
Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack)

V. EXPERIENCE
12+ months customer service experience required

VI. PHYSICAL REQUIREMENTS
This position requires sitting, typing and repetitive motions.

VII. POSITION SCOPE DETAILS
This job role can exist at different grade levels based on a set of expectations and an individual’s demonstration of these expectations. Differences between grades are determined by acquired / demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviours or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

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