Sales Specialist
Funding Societies | Modalku Group
Customer Care Representative, SMB Merchant Servicing
PayPal
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions
- Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts
- Provide guidance and education on PayPal products, features, and services to enhance customer satisfaction and drive long-term value
- Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions
- Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback
- Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements
- Maintain account confidentiality, ensuring customer privacy and security in all interactions
- Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience
- Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues
- Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department
- Deliver on metrics for productivity and quality (phone handle time, quality assessment, customer satisfaction)
- Track inquiries to their resolution; escalate issues when necessary and document responses and logs as required
- Follow up to process tickets and transaction requests, getting back to the customer in a timely manner
- Perform other duties as required and act as a merchant advocate for SMB merchants
Requirements
- Minimum of 2 years of relevant work experience
- At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and very strong in Account Management
- Financial service industry or call center environment is advantageous
- Knowledge of Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development
- Proven ability to handle challenging customers in a professional manner while remaining calm
- Ability to work both independently and as part of a team
- Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology
- Agility: Prioritize and manage time efficiency by adhering to clearly defined KPIs
- Adaptability: Learning on the fly, multi-tasking and efficiently using tools to identify and solve complex problems
- Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
- Comfortable with tools and technology such as Microsoft Office, Google Chrome, etc
- Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
- Strong written (email) communication utilizing proper grammar and punctuation
- Ability to multitask using multiple systems, screens, and tasks during customer contacts
- Time Management and adherence to schedules
- Ability to learn and adapt to new software technologies
- Well-developed sense of urgency and follow through
- Leadership and mentoring experience: mentor and coach new agents
- Upholds strong ethics and values, integrity and trust
- Adherence to internal processes to maintain confidentiality and security on accounts
- Dependability and Reliability: follow through on commitments and consistently meet deadlines
