Spanish Customer Solutions Agent
- County Louth
- 20,000-21,999 per annum
- March 20, 2019
- Permanent
As a teammate within Spanish Customer Solutions, 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 teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. 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. • Answer phone calls, emails, 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%)
Job Requirements:
Customer Focus
• Listening
• Problem Solving
• Composure
• Drive for Results
• Functional / Technical Skills
• Ethics and Values
• Integrity and Trust
**Fluent Spanish is necessary for this role**
• 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 (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
• 12+ months customer service experience required
This position requires sitting, typing and repetitive motions.
This job role can exist at different grade levels based on a set of expectations and an individual’s demonstration of these expectations. Differences between grades is determined by acquired / demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday.
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