【eBay-Paypal】Claim Specialist-争议处理普通话专员

PayPal-贝宝

【eBay-Paypal】Claim Specialist-争议处理普通话专员

I. GENERAL SUMMARY
Claim agent require response to customer inquiries via telephone communication
and email transmission in an efficient and effective manner related to all di
spute and claim questions.

This position will require the Claim Agent to use discretionary decision making
skills for case completion with thorough understanding of buyer and seller p
rotection policies.

II. SPECIFIC DUTIES
1. Handling call or email from customer for claim case and inquiry.
2. Communicate effectively and concisely with customers in pursuit of resoluti
on on cases. Application of the seller and buyer protection policy for case co
mpletion when appropriate.
3. Escalating appropriately to Fraud Investigations.
4. Review limited PayPal accounts and determines the legitimacy of the account
and account holder. This also includes determining cases that need to be reso
lved by the customer to lift their Limited Access.
5. Provide feedback to management regarding necessary changes and updates; inc
luding policies, upgrades, and customer care issues.
6. Maintain and promote a positive attitude while meeting productivity goals.
Continually display initiative to take on additional responsibilities toward p
rofessional growth.
7. Attend company provided OFAC and BSA training and be in compliance with all
regulations.
8. Maintain departmental standards for Production, Quality, and Customer Satis
faction (CSAT).

III. JOB QUALIFICATIONS
1. Diploma holder or equivalent work experience preferred.
2. Strong proficiency with the Internet, including the ability to explain Inte
rnet functionality to customers via telephone or email.
3. Experience using Microsoft Office products including: Excel, Word, Outlook,
and PowerPoint.
4. Ability to function in multiple telephone covering several product lines.
5. Ability to communicate effectively via telephone by utilizing active listen
ing and clearly speaking to customer.
6. Ability to make discretionary decisions based on research.
7. Ability to learn and adapt to new software technologies.
8. Ability to develop and maintain professional working relationships with co-
workers and peers.
9. Use of a certain degree of creativity and latitude required.

IV. EducationAssociates Degree or Equivalent

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