|
|
投递简历方式：
Name: helen
Mail: xiaomaoyun@126.com
投递简历请注意：
1、请在正文中写明教育经历，格式如：2006.9–2010.6 上海外国语学院 英语 本科
2、请将中英文简历以word格式放在附件中；
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，只要您是正规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，所以语言能力是第一道门槛，综合素质主要是指解决问题能力、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，我们认为只要语言和综合素质过关，知识的获得并不难，我们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，也不会因为培训薪资打折。
职位的薪资待遇是怎样的：
候选人一旦接到书面offer，即将成为公司的正式员工，应届生薪资待遇均在市场均价之上，且提供社保金、住房公积金、补充医疗保险、生活补贴、健身基金、培训基金、季度奖金、年底双薪……等多项福利。
工作地点：
上海张江高科
I. GENERAL SUMMARY
Protection Services Agents will be responsible for reviewing responses from sellers submitted as a result a buyer’s reports of fraudulent or unfair practices. This position will require the Protection Services Agent to use discretionary decision making skills in the completion or cancellation of pending reversals, restriction of accounts when appropriate, closing of claims filed through PayPal’s Consumer Protection Policies when appropriate, and taking other discretionary action to resolve claims. This position will require the Protection Services Agent to apply the seller and buyer protection policy for case completion when appropriate. This will require a thorough understanding of buyer and seller protection policies, all fraud and Protection Services policies, as well as supporting tools. This position will also require response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all dispute questions. The agent may also be responsible for paying out claims directly from PayPal.
II. SPECIFIC DUTIES
1. Reviewing and attaching customer responses to claims filed against them or on their behalf.
2. Completing or canceling pending reversals when appropriate.
3. Restricting accounts when appropriate.
4. Closing of claims filed through PayPal’s Consumer Protection Policies.
5. Application of the seller and buyer protection policy for case completion when appropriate.
6. Effectively identifying problems and issues by performing relevant research using the appropriate tools.
7. Escalating appropriately to Fraud Investigations.
8. Communicate effectively and concisely with customers, merchants, acquirers and issuers in pursuit of resolution on cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
9. Review limited PayPal accounts and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxes documentation including: driver’s licenses, credit card statements, bank account statements, utility bills, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools. This also includes determining cases that need to be resolved by the customer to lift their Limited Access.
10. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
11. Maintain and promote a positive attitude while meeting productivity goals.
12. Continually display initiative to take on additional responsibilities toward professional growth.
13. Attend company provided OFAC and BSA training and be in compliance with all regulations.
14. Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).
15. Perform related duties as assigned.
16. Answer phone calls for Customer Service, all Risk Operations departments, and customers.
17. Maintain departmental standards for Production, Quality, and Customer Satisfaction (CSAT).
III. REQUIRED PERFORMANCE
A. Meet or exceed all published standards measured monthly and YTD
B. Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
C. Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
D. Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
E. Regular and predictable attendance is required. |
|
发表于 2010-12-20 14:09:51
楼主
有兴趣的抓紧时间哦