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【eBay-Paypal】Customer Support Specialist-英语客服普通话专员
I. GENERAL SUMMARY
Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.
II. SPECIFIC DUTIES
1. Respond to inbound service requests via telephone and email inquiries routed to Customer Support.
2. Assist prospective customers with product information and site navigation.
3. Demonstrate the ability to create, add, edit and troubleshoot our auction seller products, website seller tools, and all other products and services provided to eBay customers.
4. Develop and maintain cross functional proficiency within selected skill sets.
5. Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.
6. Research and resolve inquiries verbally and in writing.
7. Route customers to appropriate queue when needed.
8. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
9. Responsible for attending ongoing training and developing knowledge in all areas of the department.
10. Attend company provided training and maintain compliance with all applicable regulations.
11. Accurately record time using the company tools.
12. Accurately record customer trends using the online tracking tool.
13. Perform related duties as assigned.
Job Requirements
1. Diploma holder or equivalent work experience preferred.
2. 6 months experience in a customer support environment preferred.
3. Experience in an Internet company, financial institution or transaction processor preferred.
4. Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
5. Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
6. Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
7. Ability to function in multiple telephone and email queues covering several product lines.
8. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
9. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
10. Ability to learn and adapt to new software technologies.
11. Good oral and written English skills.
12. Ability to develop and maintain professional working relationships with co-workers and peers.
13. Well-developed sense of urgency and follow through.
注：简历投递至mengxu@paypal.com,并抄送至zhadong@paypal.com；请注明姓名、申请职
位。
亿贝（eBay）建立于1995年，是网络膨胀时代最著名的成功案例之一。目前拥有数十亿美
元的业务量，在三十余国进行本土化的运营，提供种类丰富的互联网服务。
eBay Inc.由eBay.com（世界最大网上交易场所）扩张而来，目前包括PayPal（世界领先的
网上支付服务），Kijiji（网上分类信息服务），Shopping.com（网上比价服务），Stub
hub（网上票务交易平台）以及其它互联网服务。
PayPal是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。2009年Paypal总计处理了720亿美元的交易，接近15%的全球电子商务交易量。
其中约24%为跨境交易。国际业务贡献了Paypal 46%的营业额。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 si
te以及最近获得的2010 Economist Innovation Award for Business Process
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发表于 2011-9-16 15:37:18