【全职】Business Support Agent 商户支持客服专员

xiaomaoyun

首先介绍下eBay PayPal：
eBay 是全球最大的交易网站之一。经过十年的发展，eBay 成长为历史上发展最快的公司之一。目前eBay在全球33个国家和地区设有分支机构，拥有超过2.12亿注册用户，被誉为全球互联网上最受欢迎的购物网站。
PayPal是eBay旗下的一家公司，类似于淘宝的支付宝，是eBay的支付平台。PayPal服务建立在现有的银行账户和信用卡的金融基础设施之上，致力于让个人或企业通过电子邮件，即可安全、轻松的在线支付和接收款项。

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。

投递简历方式：
Name: Helen
Mail: xiaomaoyun@126.com

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。

工作地点在哪里：
上海张江高科技园区（地铁二号线张江站下来即到）

职位描述：
The Business Support Merchant Support Agent is responsible for providing primary telephone and email support to small and new accounts, This position must understand the PayPal merchant and auction suite of products and tools, and provide consultative advice to customers through Upsell and outreach programs on products or features based on the features and benefits of all products. Department Agents support and troubleshoot PayPal Product issues as well as provide information and support regarding PayPal risk policies and practices, and assist in determining resolution for customers. Investigation of PayPal accounts, transaction logs, bank accounts, PayPal credit and debit card statements and other customer specific information is used to resolve issues. The position is expected to understand and communicate risk policies, dispute and chargeback procedures and to assist in the acquisition of supplemental information from the customer to enable appropriate management of risk.

SPECIFIC DUTIES
1. Respond to inbound service requests and merchant inquiries via telephone and email routed to the Department in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer.
2. Conduct regular outbound program to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policy and process, and facilitate them to activate transactions.
3. Assist customers with product information and site navigation. Ensure that new clients are familiar with PayPal procedures and processes that will impact their ability to manage their on-line businesses.
4. 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 / PayPal customers. Assist the merchant in the selection of the correct PayPal product for his business needs. Provide consultative advice on new products or features that would benefit the Merchants through Upsell or Outreach campaigns.


Education and/or Relevant Experience:

JOB QUALIFICATIONS
A. Education
University diploma or education equivalent

B. Experience
1+ years related experience including:
1. Experience in a customer support environment; PayPal and eBay experience is preferred.
2. Direct work experience in working with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the merchant.
3. Experience in sales, Upsell or cross-sell customer support is preferred.
4. Experience in an Internet company, financial institution or transaction processor preferred.
5. Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
6. Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.

D. ADDITIONAL REQUIREMENTS
1. The candidate needs to be able to work any shift within a 24-hour period Monday through Sunday.
2. Must pass PayPal general knowledge assessment.
3. Must pass PayPal specialized knowledge assessment.