As a Customer Solutions Teammate, 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 teammate, 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 teammate within Customer Solutions exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.
Job Description:
- Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner
- Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.
- Tracks inquiries to their resolution; escalating issues when necessary.
- Documents responses and logs as required according to our workflows.
- Follow up to process tickets and transaction requests getting back to the customer in a timely manner.
- Perform other duties and required.
Skills Required:
- Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office – Outlook, Word, Excel)
- 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 using multiple systems, screens, and tasks during customer contacts
- Time Management and adherence to schedules
- Ability to learn and adapt to new software technologies
Experience and Qualifications:
- Minimum 2 years customer service experience required; tenured with solid experience and able to handle complex calls, including escalations
- Solid background in handling Spanish Bilingual account.
- Able to effectively communicate, verbally and in writing, in both Spanish and English.
- Proven ability to handle challenging customers in a professional manner while remaining calm
- Experience with Internet, MS Word, Excel and Outlook
- Experience with databases, such as MS Access is an asset
- Strong analytical and problem-solving skills
- Organized and detail-oriented, with the ability to multi-task
- Demonstrated initiative and desire to learn new tasks
- Fluency in an additional language is an asset
- Ability to work both independently and as part of a team
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Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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