Customer Solutions Agent 1 Bill Me Later
eBay - Hunt Valley, MD

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With 106 million active accounts in 190 markets and 25 currencies around the world, PayPal is one of the world’s fastest growing global ecommerce companies. PayPal has distinguished itself as the faster, safer way to pay and get paid online. The company allows customers to safely send money without sharing financial information, with the flexibility to pay using credit cards, bank accounts, money stored in their PayPal accounts, or promotional financing. PayPal is an eBay company ( ) and is made up of leading online payment services: the PayPal global payments platform and Bill Me Later.

PayPal is experiencing tremendous growth. In 2011, PayPal processed $118 billion in total payment volume and earned $4.4 billion in revenue, up 28% year over year. PayPal is increasingly international, with about 50% of 2011 revenues coming from outside the U. S. PayPal’s revenues represent 38% of eBay Inc.’s 2011 revenues. By 2013, the company expects to generate $6-$7 billion in revenue. In order to achieve this growth, PayPal will focus on three key business opportunities: increasing penetration on the eBay marketplace; expanding its global merchant services business; and leading payment innovation.
PayPal’s mobile business, in particular, has achieved notable growth in a short period of time. In 2011, mobile total payment volume was $4 billion, up five times over 2010. Mobile TPV in 2012 is expected to be $7 billion.
The incredible rise in connected devices and smart phones, have pushed the traditional lines between online payments and offline purchases together – opening up an entirely new market for PayPal as the megatrends of mobile, social and local collide. PayPal is looking to enter the next multi-billion dollar market, taking advantage of an evolution taking place in the marketplace. PayPal will play an active role in defining the future of shopping, shaping how consumers shop and pay. PayPal will bring to consumers the ability to pay Anytime, Anywhere and Anyhow. With the acquisition of Where, PayPal now has access to more than 120,000 retailers and brands, offering consumers hyper-local deals when they are near stores that carry products that appeal to them, thereby creating incentives to purchase. PayPal is looking to build the same successful consumer engagement at the retail site as they have achieved historically online. PayPal’s expertise in handling consumers’ transaction data across multiple platforms gives the company a major advantage over competitors.

As an Agent within Customer Service, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. 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 representative, you will be the primary point of contact for our customers- it is critical that you help provide them with knowledgeable, compassionate, and timely resolution to their questions/inquiries while maintaining a positive and friendly attitude. An Agent within Customer Service exhibits strong written and verbal communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in a collaborative team environment.
Respond to Customer inquiries by phone in an inbound call center environment and via email communication (85%)
Research customer inquiries using the appropriate tools (5%)
Welcome new customers by placing an outbound call (10%)

Job Requirements
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer
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 learn and adapt to new software technologies
Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office-Outlook, Word, Excel)
Basic Knowledge of internal systems & Software

Diploma or Equivalent

eBay - 2 years ago - save job
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The world’s leading e-commerce company, eBay Inc. brings together a family of brands that connect communities. Built on commerce,...