Customer Solutions Agent (French Limitations)

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:

Job Description:

What you need to know about the role

As a teammate within Customer Solutions, your primary responsibilities will be assisting our consumers and merchants and helping to resolve their enquiries. 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.

As a frontline agent, you will be the primary point of contact for our consumers and merchants – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and enquiries while maintaining a positive and friendly attitude.

Meet Our Team:

We are spread across Ireland and our office is in Dublin, where we gather from time to time to reinforce the team spirit and relationship. We have a One Team approach and live by PayPal's values: Collaboration, Innovation, Wellness, Inclusion. We foster engagement, creativity, and collective support.

Your way to Impact:

A teammate within Customer Solutions exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.

Your Day to Day:

• Answer phone calls, messaging contacts for the French market (France, Belgium, Switzerland) from French/English speaking customers and work to resolve their account limitations queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately.
• Help individuals and business owners to understand what account limitations are.
• Resolve fraud-related queries such as (but not limited to): unauthorized use of the account, account out of compliance with regulatory requirements, high number of claims and chargebacks on the account or sudden, rapid changes in the use of the account.
• Proactively recommend and educate the customer about features and benefits of PayPal products.
• Improve customer satisfaction and provide effortless experience to our customers.
• Deliver on metrics for example: customer experience and efficiency.
• Provide consistent feedback regarding overall customer satisfaction, tools, and processes.
• Engage with your teammates and team leaders in a virtual environment and in the office from time to time.
• Receive constant upskilling in order to fully support our high and mid- engaged merchants at a later stage.

 What you need to bring:

• Fluent English and French is required for this role
• Customer service experience
• 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 (messenger) 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

• Teamwork
• Adaptability
• Customer Focus
• Listening skills
• Problem solving
• Composure
• A drive for results
• Functional/Technical Skills
• Ethics and Values
• Integrity and Trust

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Additional Job Description:

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