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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。
目前在中国，eBay & PayPal的员工已逾千人，包括技术研发、网络运营、客户服务、业务开拓和市场发展等部门的，来自各个国家的人才，并且仍在继续壮大，以满足亚太区业务的高速发展。
国际化的平台，高素质的团队，期待您的加入！
投递简历方式：
Name: helen
Mail: xiaomaoyun@126.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……
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）
投诉处理专员
I. GENERAL SUMMARY
Claim 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 Claim 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 Claim 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 Claim 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. Handling call or email from customer for claim case and inquiry.
2. Reviewing and attaching customer responses to claims filed against them or on their behalf.
3. Completing or canceling pending reversals when appropriate.
4. Restricting accounts when appropriate.
5. Closing of claims filed through PayPal’s Consumer Protection Policies.
6. Application of the seller and buyer protection policy for case completion when appropriate.
7. Effectively identifying problems and issues by performing relevant research using the appropriate tools.
8. Escalating appropriately to Fraud Investigations.
9. 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.
10. 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.
11. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
12. Maintain and promote a positive attitude while meeting productivity goals.
13. Continually display initiative to take on additional responsibilities toward professional growth.
14. Attend company provided OFAC and BSA training and be in compliance with all regulations.
15. Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).
16. Perform related duties as assigned.
17. Answer phone calls for Customer Service, all Risk Operations departments, and customers.
18. 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 2011-9-7 14:02:58
楼主