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eBay Customer Support Center亿贝管理（上海）有限公司
eBay中国客户支持中心位于上海。目前通过电子邮件、在线实时答疑及热线电话的方式为中国、香港、台湾、澳门等地区的用户提供及时高效的服务，此外，其业务范围已扩展至日本、韩国及东南亚地区。
作为eBay的重要职能部门，eBay中国客户服务中心在增强客户忠诚度、提高首次解决率、改善用户体验等方面一直发挥着积极作用，并曾被评选为国家最佳呼叫中心。
PayPal美银宝信息技术（上海）有限公司
Paypal是eBay旗下的一家公司, 世界领先的网上支付服务提供商，允许用户在不共享财务信息的情况下进行支付活动，且灵活支持余额支付、银行转账、信用卡支付或是推广筹资。倚靠分布于世界190个市场24种币种的8700万以上有效账户，Paypal能够支持跨境、转换币种及语言的全球电子商务支付。
在eBay跨国贸易中，PayPal为您提供安全高效的一站式支付方案，集国际流行的信用卡，借记卡，电子支票等支付方式与一身。帮助买卖双方解决各种交易过程中的支付难题。目前在跨国交易中超过90%的卖家和超过85% 的买家认可并正在使用PayPal 电子支付业务。PayPal在2009年交易总值达到720亿美元，占全球电子商务交易总值的15%，其中24%属于跨境交易。Paypal 已获得20项以上来自互联网工业以及商务圈的荣誉，包括2006 Webby Award for Best Financial Service site以及最近获得的2010 Economist Innovation Award for Business Process。
有意者可投递简历：
Name: helen
Mail: xiaomaoyun@126.com
Tel: 021-51709166/7
职位要求是怎样的：
该职位对大学专业及工作经验无特殊要求，只要您是正轨院校本科以上学历即可，但是语言要求和综合素质要求非常高，因为我们的客户大部分是外籍人士，且主要通过电话沟通，所以流利的英语口语能力是进入eBay的第一道门槛，综合素质主要是指逻辑思维能力、人际沟通能力、语言表达能力、团队合作能力等，至于职位所需知识，eBay认为只要语言和综合素质过关，知识的获得并不难，eBay会给予新进员工规范的职前培训，且不会因为培训与员工签订任何附加协议。
JOB TITLE: AUP Agent 1 (网站商品审核专员)
I. GENERAL SUMMARY
AUP Agents are required to work through a number of different tasks to identify and resolve Acceptable Use Policy violations. Agents will complete their investigation using multiple resources including customer contact, reviewing PayPal activity, external activity on any associated websites, eBay activity, and other tools to link violating activity. Agents may be required to contact account holders to identify content of transactions or other potential activity. Agents are responsible for resolving various escalations and any allowed appeals while through the use of internal communication and case tools. The AUP Agent will make a determination for the appropriate action to take on a particular review. AUP Agents will be subject to material which some may consider offensive in performing the essential job duties of this position. Agents will be required to stay current with PayPal’s Acceptable Use Policies and may be required to track or maintain various databases. Flexibility to work non-traditional shifts.
II. SPECIFIC DUTIES
1. Responsible for ensuring customers are in compliance with the Acceptable Use Policy as outlined in our User Agreement.
2. Assist with the creation and maintaining of a comprehensive AUP compliance program including constantly enhancing processes and controls.
3. Effectively identifying and reporting policy violations based on the AUP decision matrix.
4. Processing queue items in a timely manner including Kana, Fraud Queues, Lead Reports, and SR queues.
5. Maintain a strong working knowledge of PayPal’s AUP.
6. Maintain professional interaction with PayPal personnel and customers at all times.
7. Assist management staff with monitoring and implementation of procedures that address policy modifications. Assist with needed modifications/clarifications in policy.
8. Analyze data for evidence of lack of compliance with the AUP and assist with correcting such deficiencies.
9. Create and report SAR filings.
10. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential workflow changes.
11. Maintain and promote a positive attitude while meeting production and quality goals.
III. JOB QUALIFICATIONS
1. Education
- Associate or Undergraduate degree or educational equivalent
2. Experience
- Experience in an Internet company, financial institution or transaction processor preferred.
- Strong English communication skills and experience (E-mail & Phone).
- Command of Microsoft Office products including: Excel, Word, Access, Outlook, and PowerPoint.
3. Knowledge, Skills, and Abilities
- Ability to learn and adapt to new software technologies.
- Strong working knowledge of PC based internet and software applications
- Proficiency in external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel).
- Working Knowledge of internal systems & software (Kana, Intranet, Admin Tools, and Attack).
- Excellent research and investigation skills.
- Strong analytical skills and ability to practice good judgment.
- Other Asia language such as Japanese, Korean, Thai, etc. preferred. |
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发表于 2011-7-1 17:21:08
楼主