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Sr Representative, Customer Care (Merchant) at PayPal

Shanghai, Shanghai, China -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem Solving, Mentoring, Coaching, Communication, Research, Escalation Management, Feedback, Collaboration, Account Management, Privacy, Security, Training, Process Improvement, Conflict Resolution, Multi-channel Communication

Industry

Software Development

Description

Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions. Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts. Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions. Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback. Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements. Maintain account confidentiality, ensuring customer privacy and security in all interactions. Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience. Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues. 2 years of relevant work experience

Responsibilities

Respond to customer inquiries and resolve concerns across various communication channels. Mentor new agents and provide feedback on performance and process improvements.