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Lead Rep, Executive Escalations Customer Care at PayPal

Tokyo, Tokyo, Japan -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

0.0

Posted On

03 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem Solving, Mentoring, Coaching, Escalation Management, Communication, Research, Quality Assurance, Team Collaboration, Feedback, Compliance, Process Improvement, Queue Management, Customer Satisfaction, Training, Conflict Resolution

Industry

Software Development

Description

Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions while maintaining production, quality, and customer satisfaction standards. Research, resolve, and execute actions to address customer concerns, proactively identifying and preventing future issues. Act as an escalation point for agents, resolving complex issues and providing guidance on challenging customer interactions. Mentor and coach teammates through training, feedback, and fostering a collaborative environment that encourages improvement. Provide regular feedback to management on agent performance, process improvements, and necessary policy or product updates. Maintain compliance with security and confidentiality policies while ensuring adherence to departmental procedures. Collaborate with operational support teams to identify and resolve system or process issues affecting customer experience. Perform queue management, address teammate questions, resolve escalations, and provide support across multiple channels. 3 years of relevant work experience

Responsibilities

Respond to customer inquiries and resolve complex issues while maintaining quality and customer satisfaction standards. Mentor and coach teammates, providing feedback and collaborating with operational support teams to enhance the customer experience.