The Merchant Business Support Agent provides telephone and email
support to small and new merchant accounts. The Business Support Agent
understands the PayPal merchant and eBay auction suite of products and tools,
and provides consultative advice to customers regarding the features and
benefits of all PayPal products.
Business Support Agents support and troubleshoot PayPal Product issues,
provide information and support regarding PayPal risk policies and practices,
educate customers concerning dispute processes, and assist in determining
resolution for customers. There is significant interaction with customers and
other PayPal departments.
Bring your enthusiasm for solving customer challenges to a team that
cares deeply about consumer satisfaction. This isn’t a job where you just read a
script – you are empowered to resolve our customer’s questions by using
creativity and skill to provide compassionate, practical solutions. You’re
unflappable and consistently good at turning today’s problems into tomorrow’s
solutions.
Responsibilities
Respond to inbound service requests and merchant inquiries routed to
the Merchant Services Department via telephone and email in a knowledgeable and
timely fashion
Serve as the single point of resolution for the customer and assist the
merchant in the selection of the correct PayPal product for their business
needs. Provide consultative advice on products or features that would benefit
the Merchants through Upsell or Outreach campaigns
Escalate customer contacts as necessary
Forward customer feedback regarding feature requests, product gaps, and
policy and process pain points
Adhere to guidelines for account confidentiality, and maintain the
privacy and security of all PayPal customers
Conduct regular outbound contacts to deliver merchant education via
telephone and email
Ensure new merchants acknowledge general PayPal related policies and
processes, and facilitate them to activate transactions
Develop and maintain cross functional proficiency within selected
departments including buyer product information and Risk
Operations
Preferred Qualifications
Strong verbal (phone) communication skills: actively listen and speak
clearly to customers
Strong written (email) communication skills: excellent interpersonal
and professional business writing skills with proper grammar and
punctuation
Bachelor’s degree or equivalent work experience
Ability to make sound, logical decisions while demonstrating a strong
sense of responsibility, confidentiality and professionalism
Ability to function in multiple queues covering several product
lines
Experience working within an internet company
Experience in sales, up-sell or cross-sell customer support
Open,?honest?and?direct?communicator
Excellent Japanese skill
Required Qualifications
High school diploma or equivalent
2+ years’ call center or financial services experience
Strong working knowledge of external systems and PC based internet and
software applications (Internet, Microsoft Office - Outlook, Word, and
Excel)
Ability to learn and adapt to new software
technologies
