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首先介绍下eBay PayPal：
eBay (NASDAQ:EBAY; http://www.ebay.com)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。
投递简历方式：
Name: helen
Mail: helen@hr-bearhunter.com
部门介绍：
eBay要在上海建立一个亚太地区最大、即将成为全球最大的运作中心，base在上海，但提供的是面向全球的服务，所以英文环境无处不在!
这个部门主要招哪些方面的人才：
PayPal内部的职位是很多样化的，有保证账户安全的Fraud Prevention Agent，有保证平台商品合规性的AUP Agent，有适合应届生的包括为客户解决问题Customer Support Agent（English\Japanese\Mandarin\Cantonese），以及Account Review Agent、Business Support Agent、Compliance Agent……
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。
这些职位的发展空间在哪里：
随着互联网的普及，网络购物在中国已越来越受欢迎，作为网络购物支付工具存在的PayPal不仅支持人民币，而且是面对全球，支持多种币种的服务，她未来的发展空间不言而喻，且eBay的平台也是有目共睹的，这些职位从招聘到培训到后期的发展都是有计划运作的。
这些职位的薪资待遇是怎样的：
候选人一旦接到PayPal的书面offer，即将成为PayPal的正式员工，应届生薪资待遇均在市场均价之上，且提供补贴、健身基金、培训基金……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）
Protection Services Agent
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. |
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发表于 2011-9-2 11:28:21
楼主