Description : Essential Responsibilities: 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.
Expected Qualifications: 2 years of relevant work experience Additional Responsibilities