【全职招聘】粤语投诉处理专员Claim Agent-----上海

xiaomaoyun

首先介绍下eBay PayPal：
$ Z- Q% z: k# E% ZeBay (NASDAQ:EBAY; http://www.ebay.com)是全球最大的交易网站之一。经过十年的发展，eBay 成长为历史上发展最快的公司之一。目前eBay在全球33个国家和地区设有分支机构，拥有超过2.12亿注册用户，被誉为全球互联网上最受欢迎的购物网站。
PayPal是eBay旗下的一家公司，类似于淘宝的支付宝，是eBay的支付平台。PayPal服务建立在现有的银行账户和信用卡的金融基础设施之上，致力于让个人或企业通过电子邮件，即可安全、轻松的在线支付和接收款项。

投递简历方式：
  T5 a3 N4 Z& k7 w" I5 kName: helen
( `/ _6 S4 ^# T6 Z9 b" @Mail: [email protected]
6 V9 ~( w, v1 w/ K7 z! IWebsite: www.hr-bearhunter.com
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# M9 y8 B  w4 E& p7 M8 t% u6 {投递简历请注意：
1、请在正文中写明教育经历，格式如：2006.9–2010.6 上海外国语学院 英语 本科
! N5 l/ i* k1 l% _# h2、请将中英文简历以word格式放在附件中；
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: E1 H0 }8 G8 Y  c: v" u职位要求是怎样的：
该职位对大学专业及工作经验无特殊要求，只要您是正规院校本科以上学历即可，但是语言要求和综合素质要求非常高，因为我们的客户大部分是外籍人士，且主要通过电话沟通，所以语言能力是第一道门槛，综合素质主要是指解决问题能力、逻辑思维能力、人际沟通能力、语言表达能力、团队合作能力等，至于职位所需知识，我们认为只要语言和综合素质过关，知识的获得并不难，我们会给予新进员工规范的职前培训，且不会因为培训与员工签订任何附加协议，也不会因为培训薪资打折。
0 p" R/ i/ Q2 d" j1、普通话标准；
2、英语四级及以上水平；
1 s: s) a7 a, `( r6 g+ z* s3、大专及以上学历；
4、耐心、细致，良好的沟通、倾听、电话应对技巧；
5、有客户服务行业工作经验者优先考虑；
6、熟练操作MS office word及outlook；
7、具有团队合作精神；
8、有呼叫中心从业经验者优先。

1 e3 c" Y2 ^, b, M% @投诉处理专员
I.        GENERAL SUMMARY
; l6 `$ I2 r7 f2 y) j% D, p7 QClaim Agents will be responsible for reviewing responses from sellers submitted as a result a buyer’s reports of fraudulent or unfair practices.  This position will require the Claim Agent to use discretionary decision making skills in the completion or cancellation of pending reversals, restriction of accounts when appropriate, closing of claims filed through PayPal’s Consumer Protection Policies when appropriate, and taking other discretionary action to resolve claims.   This position will require the Claim Agent to apply the seller and buyer protection policy for case completion when appropriate. This will require a thorough understanding of buyer and seller protection policies, all fraud and Claim policies, as well as supporting tools.  This position will also require response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all dispute questions.  The agent may also be responsible for paying out claims directly from PayPal.

II.        SPECIFIC DUTIES
- k! N# a  x& L8 R3 \5 D1.        Handling call or email from customer for claim case and inquiry.
2.        Reviewing and attaching customer responses to claims filed against them or on their behalf.
3.        Completing or canceling pending reversals when appropriate.
5 b+ C: p( E$ Z4.        Restricting accounts when appropriate.
5 [2 S' h# |( J  s3 E* S5.        Closing of claims filed through PayPal’s Consumer Protection Policies.
6.        Application of the seller and buyer protection policy for case completion when appropriate.
7.        Effectively identifying problems and issues by performing relevant research using the appropriate tools.
8.        Escalating appropriately to Fraud Investigations.
9.        Communicate effectively and concisely with customers, merchants, acquirers and issuers in pursuit of resolution on cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
6 d' ^! g! A1 n2 v# b6 \- t1 {10.        Review limited PayPal accounts and determine the legitimacy of the account and account holder.  Methods to accomplish this include reviewing faxes documentation including:  driver’s licenses, credit card statements, bank account statements, utility bills, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools.  This also includes determining cases that need to be resolved by the customer to lift their Limited Access.
$ o# G) e  x: Y6 B1 q0 N, \& }5 S11.        Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
12.        Maintain and promote a positive attitude while meeting productivity goals.
% e/ ?2 H6 a$ `- C! S) T+ {13.        Continually display initiative to take on additional responsibilities toward professional growth.
. _8 o+ J8 g4 W) c! S14.        Attend company provided OFAC and BSA training and be in compliance with all regulations.
8 X( P1 i) T+ j/ R: r15.        Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).  
0 ^* m* l7 i1 t16.        Perform related duties as assigned.
5 ^+ v0 r3 Y- U% z' \: H& k17.        Answer phone calls for Customer Service, all Risk Operations departments, and customers.     
4 I4 R: ^; n" b18.        Maintain departmental standards for Production, Quality, and Customer Satisfaction (CSAT).