深圳招聘

JOB TITLE: Customer Solutions Specialist - Cantonese 客户支持专员 - 广东话
职位概述
客户支持专员(广东话)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，客户支持中文专员应针对客户的疑问，积极提供有预见性的、善意和及时的解决方案。商户支持中文专员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 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
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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.JOB REQUIREMENTS
Customer service experience preferred
English requirements: CET 4 or above
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)

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