Customer Solutions Agent 2

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:

As a teammate within Customer Solutions, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. 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.
Your way to impact:
As a frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with a predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. A teammate within Customer Solutions exhibits strong written and verbal communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.
Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal

Job Description:

Your day-to-day:

• Answer phone calls, emails, and chats from customers and work to resolve their queries in real time or within a reasonable timeframe making sure we are providing appropriate resolutions on every contact.
• Deliver on metrics for example: Email handled time, Number of contacts handled, customer experience (NPS), Resolving customer’s issues, and Adherence to schedule.
• Proactively recommend and educate the customer about the features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics for example: phone handled time, customer experience, proactive product offered and accepted opportunities (5%)
• Identifying process gaps impacting customer experience and highlighting the same to leadership
• Get creative with ideas and suggestions to improve existing process and solutions

Competencies:

• Customer Focus
• Listening
• Problem Solving
• Composure
• Drive for Results
• Functional / Technical Skills
• Ethics and Values
• Integrity and Trust

What you need to bring:

• 1.5+ years of International Email/Chat/Voice Process experience in a financial services process
• Current base Location - Bangalore.
• BA/ BS / BCom degree or educational equivalent

• Strong working knowledge of external systems, PC-based internet, and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong written (email) communication utilizing 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.
• Willingness to work hard and have fun doing it!

Working Hours:  (24/7 rotational shift any two days off)

For this position, you would be expected to work the shift most suited to the nature of the business and would be required to work a minimum of 40 hours per week which consists of 5 working days. As we provide support for customers 24/7, you would be aligned to a shift in accordance with what the organization deems to be the best shift for your role. This could include night shifts/weekend shifts as per requirement.  You will find out more about your exact duty roster closer to your start date.

Work Location:  Block B, RGA Tech Park - Marathahalli- Sarjapur Road - Bangalore 

Additional Job Description:

What are benefits do you get? 

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset – you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you. We have great benefits including a flexible work environment, employee shares options, health, and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com. 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com. 

Subsidiary:

PayPal

Travel Percent:

0

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.
PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Any general requests for consideration of your skills, please Join Our Talent Community.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.