Spanish Customer Solutions Agent

Description:

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: Job Description Summary What you need to know about the role: As a teammate within Customer Solutions, your primary responsibilities will be assisting our customers and helping to resolve their enquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and enquiries while maintaining a positive and friendly attitude.

A teammate within Customer Solutions exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.

• Answer phone calls and emails from customers and work to resolve their queries in real time, or work with the most relevant PayPal department so it can be dealt with appropriately (90%)

• Proactively recommend and educate the customer about the features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics e.g: phone handling time, customer experience, proactive product offered and accepted opportunities (5%)

• Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%)

• Fluent Spanish and English is required for this role

• Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skills utilising active listening and clearly speaking to customers

• Strong written (email) communication utilising proper grammar and punctuation

• Ability to work independently while making sound business decisions on case information

• Well-developed sense of urgency and follow through

• Ability to multitask multiple systems, screens, and tasks during customer contacts

• Time Management and Adherence to schedules

• Ability to learn and adapt to new software technologies

• Customer Focus

• Listening skills

• Problem solving

• Composure

• A drive for results

• Functional/Technical Skills

• Ethics and Values

• Integrity and Trust