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职位一 Customer Support Agent- 中文客服
GENERAL SUMMARY
Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.
Job Requirements
1.Diploma holder or equivalent work experience preferred.
2.6 months experience in a customer support environment preferred.
3.Experience in an Internet company, financial institution or transaction processor preferred.
4.Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
5.Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
6.Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
7.Ability to function in multiple telephone and email queues covering several product lines.
8.Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
9.Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
10.Ability to learn and adapt to new software technologies.
11.Good oral and written English skills.
12.Ability to develop and maintain professional working relationships with co-workers and peers.
13.Well-developed sense of urgency and follow through.
职位二 Fraud Agent-反欺诈专员
Job Responsibilities:
Fraud Prevention Agents are required to work through a number of pre-determined fraud queues, kana email queues, and service requests to identify potentially fraudulent accounts and take all appropriate actions. Agents will complete their investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc. Agents may be required to contact account holders - both senders and recipients - in order to verify the authenticity of transactions and/or activity. Finally, a variety of documentation may be reviewed including credit card statements, bank account statements and customer response, etc, in order to determine the legitimacy of the account and account holder.
Job Requirements:
1.University Degree or equivalent experience.
2.6 to 12 months experience in one or more of the following areas:
3.Customer Support, Fraud Investigation, Card Issuing and or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Account Processing, Chargeback Processing, Debit Card, ACH2. 180 days experience with PayPal, preferred.
4.Customer communication experience (E-mail & Phone).
5.Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint.
职位三Customer Support Agent- 英文客服
GENERAL SUMMARYRespond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.
SPECIFIC DUTIES
1. Respond to inbound service requests via telephone and email inquiries routed to Customer Support.
2.Assist prospective customers with product information and site navigation.
3. 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 customers.
4.Develop and maintain cross functional proficiency within selected skill sets.
5.Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.
6.Research and resolve inquiries verbally and in writing.
7. Route customers to appropriate queue when needed.
8. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
9.Responsible for attending ongoing training and developing knowledge in all areas of the department.
10.Attend company provided training and maintain compliance with all applicable regulations.
11.Accurately record time using the company tools.
12.Accurately record customer trends using the online tracking tool.
13. Perform related duties as assigned.
Job Requirements
1. Diploma holder or equivalent work experience preferred.
2. 6 months experience in a customer support environment preferred.
3. Experience in an Internet company, financial institution or transaction processor preferred.
4. Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
5. Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
6. Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
7. Ability to function in multiple telephone and email queues covering several product lines.
8. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
9. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
10. Ability to learn and adapt to new software technologies.
11. Good oral and written English skills.
12. Ability to develop and maintain professional working relationships with co-workers and peers.
13.Well-developed sense of urgency and follow through.
职位四 AUPAgent-网站商品审核
GENERAL SUMMARY
AUP Agents are required to work through a number of different tasks to identify and resolve Acceptable Use Policy violations. Agents will complete their investigation using multiple resources including customer contact, reviewing PayPal activity, external activity on any associated websites, eBay activity, and other tools to link violating activity. Agents may be required to contact account holders to identify content of transactions or other potential activity. Agents are responsible for resolving various escalations and any allowed appeals while through the use of internal communication and case tools. The AUP Agent will make a determination for the appropriate action to take on a particular review. AUP Agents will be subject to material which some may consider offensive in performing the essential job duties of this position. Agents will be required to stay current with PayPal’s Acceptable Use Policies and may be required to track or maintain various databases. Flexibility to work non-traditional shifts.
SPECIFIC DUTIES
1.Responsible for ensuring customers are in compliance with the Acceptable Use Policy as outlined in our User Agreement.
2.Assist with the creation and maintaining of a comprehensive AUP compliance program including constantly enhancing processes and controls.
3.Effectively identifying and reporting policy violations based on the AUP decision matrix.
4.Processing queue items in a timely manner including Kana, Fraud Queues, Lead Reports, and SR queues.
5.Maintain a strong working knowledge of PayPal’s AUP.
6.Maintain professional interaction with PayPal personnel and customers at all times.
7.Assist management staff with monitoring and implementation of procedures that address policy modifications. Assist with needed modifications/clarifications in policy.
8.Analyze data for evidence of lack of compliance with the AUP and assist with correcting such deficiencies.
9.Create and report SAR filings.
10.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential workflow changes.
11.Maintain and promote a positive attitude while meeting production and quality goals.
JOB QUALIFICATIONS
Associate or Undergraduate degree or educational equivalent
If you are interested in these positions, please send your resume to sha-hire@ebay.com |
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发表于 2011-12-14 10:57:14
楼主
