Zurück zur Suche.PayPal - Business Support Agent - German
| Beschäftigungstyp: | Permanent |
| Standort: | Dublin - Dublin Region, Ireland, Blanchardstown, Dublin 15 |
| Gehalt: | Attractive & Benefits |
| Sprachen: | Englisch, Deutsch |
Details für die Anzeigenschaltung
- Name:PayPal
- Veröffentlichung:24-09-2012
- Code:65614BR
Business Support Agent – German
As a Merchant Business Support Agent, your primary responsibilities will be to provide telephone and email support to small and new merchant accounts. This position must understand the PayPal merchant and eBay auction suite of products and tools, and provide consultative advice to customers regarding the features and benefits of all PayPal products. Business Support Agents support and troubleshoot PayPal Product issues, provide information and support regarding PayPal risk policies and practices, educate customers concerning dispute processes, and assist in determining resolution for customers. The duties require excellent interpersonal and professional business writing skills, as there is significant interaction with customers, as well as other PayPal departments.
Respond to inbound service requests and merchant inquiries routed to the Merchant Services Department via telephone and email in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer.
Assist the merchant in the selection of the correct PayPal product for their business needs. Provide consultative advice on products or features that would benefit the Merchants through Upsell or Outreach campaigns. (50%)
Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, and policy and process pain points. (10%)
Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers. (10%)
Conduct regular outbound contacts to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policies and processes, and facilitate them to activate transactions. (20%)
Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations. (10%)
Competencies
Customer Focus
Listening
Problem Solving
Composure
Drive for Results
Functional / Technical Skills
Perspective
Interpersonal Savvy
Fluency in German
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer
Strong written (email) communication utilizing proper grammar and punctuation
Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism.
Ability to function in multiple queues covering several product lines
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, Excel).
Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
Benefits (Dublin)
Medical insurance (VHI)
Life Insurance & Disability Insurance
Pension (contributory)
25 days holiday
Sabbatical after 5 years
Free gym on-site
Free parking
Subsidised canteen and coffee dock.
Subsidised shuttle bus from Dublin city centre (O’Connell St)
Monthly Reward & Recognition programme.
Very active Sports & Social Club
Annual Family Day Barbeque
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
As a Merchant Business Support Agent, your primary responsibilities will be to provide telephone and email support to small and new merchant accounts. This position must understand the PayPal merchant and eBay auction suite of products and tools, and provide consultative advice to customers regarding the features and benefits of all PayPal products. Business Support Agents support and troubleshoot PayPal Product issues, provide information and support regarding PayPal risk policies and practices, educate customers concerning dispute processes, and assist in determining resolution for customers. The duties require excellent interpersonal and professional business writing skills, as there is significant interaction with customers, as well as other PayPal departments.
Respond to inbound service requests and merchant inquiries routed to the Merchant Services Department via telephone and email in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer.
Assist the merchant in the selection of the correct PayPal product for their business needs. Provide consultative advice on products or features that would benefit the Merchants through Upsell or Outreach campaigns. (50%)
Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, and policy and process pain points. (10%)
Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers. (10%)
Conduct regular outbound contacts to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policies and processes, and facilitate them to activate transactions. (20%)
Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations. (10%)
Competencies
Customer Focus
Listening
Problem Solving
Composure
Drive for Results
Functional / Technical Skills
Perspective
Interpersonal Savvy
Fluency in German
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer
Strong written (email) communication utilizing proper grammar and punctuation
Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism.
Ability to function in multiple queues covering several product lines
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, Excel).
Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
Benefits (Dublin)
Medical insurance (VHI)
Life Insurance & Disability Insurance
Pension (contributory)
25 days holiday
Sabbatical after 5 years
Free gym on-site
Free parking
Subsidised canteen and coffee dock.
Subsidised shuttle bus from Dublin city centre (O’Connell St)
Monthly Reward & Recognition programme.
Very active Sports & Social Club
Annual Family Day Barbeque
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
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