Spanish Disputes & Claims Teammate - PayPal

Fluent English & Spanish are required for this role.

Core Duties:

•Answer phone calls, 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 features and benefits of PayPal products in order 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%)

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

Prerequisite Knowledge & Proficiencies:

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

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

• 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

Competencies:

• Customer Focus

• Listening

• Problem Solving

• Composure

• Drive for Results

• Functional / Technical Skills

• Ethics and Values

• Integrity and Trust