JOB ROLE: Customer solutions Agent
Location - BANGALORE
JOB DESCRIPTION:
The PayPal Customer Solutions Agent is responsible for providing exceptional customer support to PayPal customers via various communication channels, including phone, email, and chat. This individual will be responsible for resolving customer inquiries and issues in a timely and efficient manner, while maintaining a high level of customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries and issues through phone, email, and chat
- Resolve customer inquiries and issues in a timely and efficient manner
- Maintain a high level of customer satisfaction through effective communication and problem-solving skills
- Provide accurate and complete information to customers
- Document customer interactions and issue resolution in the company’s database
- Stay current with company policies, procedures, and product offerings
- Meet or exceed performance goals and customer service standards.
- Answer phone calls, emails/Chat 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%)
Education Required:
- Any Bachelor’s degree
- Any PG
- Relevant certification
Skills Required:
- Customer Focus
- Listening
- Problem Solving
- Composure
- Drive for Results
- Functional / Technical Skills
- Ethics and Values
- Integrity and Trust
- 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!
