PayPal - Customer Solutions Agent (Dutch)

Sector:	Overig
Niveau:
Plaats:	Amsterdam

Beschrijving

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.

COMPETENCIES:
•Customer Focus

•Listening

•Problem Solving

•Composure

•Drive for Results

•Functional / Technical Skills

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.


BASIC QUALIFICATIONS:

Business:

•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

Technical:

•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).

EXPERIENCE:
Required:

•12+ months customer service experience required


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%)