PayPal Customer Solutions Teammate Product and Site Support Chandler in Chandler, Arizona
Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
As a Customer Service Teammate in Product and Site Support your responsibilities will be: to create effortless experiences by assisting our customers in issue resolution with helpful, efficient and accurate answers to their questions. A successful teammate exhibits strong written and verbal communication skills, excels at customer interaction, delivers practical solutions, thrives in quick paced, ever changing, ambiguous and collaborative team environment.
As a Teammate you will:
Confidently answer contacts, through multiple channels (i.e.. Phone, Email, Chat), from customers our company’s products and services.
Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.
Champion the customer’s issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.
Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding about features and benefits of PayPal products in order to improve their satisfaction and expand their relationship with PayPal
Balance the needs of the customer and business while driving loyalty and long-term value
Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products and services.
Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email or chat. Ensure new consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.
- High School Diploma or equivalent required
2+ years’ experience within a financial service industry or call center environment in one of these areas is required:
Technical or Product Support
Financial services industry
Fraud or Risk Experience
Sales experience (commission based, quota based, up-selling, cross-selling)
Comfortable working in a high pressure, target-driven and fast paced environment
Skill with telephone sales techniques specifically up-selling additional products/solutions
Ability to multitask using multiple systems and tools to identify and problem solve.
Ability to manage time effectively and to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours.
An excellent written and verbal communicator with the ability to build and maintain strong working relationships
Proficiency with MS Office, Internet and a good knowledge of databases
100% attendance is required throughout training. Training is always Monday – Friday.
Shifts can vary weekdays/weekends between the hours of 6am - 8pm. Expect non-traditional shifts.
PayPal Benefits: (All Benefits start on Day 1)
Medical, Dental and Vision.
After 5 years of service you get a 4 week paid sabbatical.
And Many Many MORE…
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at firstname.lastname@example.org.