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Customer Solutions Agent - Dutch

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PayPal

13d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    IT & Cybersecurity
  • Dublin

AI generated summary

  • You must be fluent in English and Dutch, skilled in software applications, communicate effectively, manage time well, multitask, and adapt to new technologies. Active listening is key.
  • You will resolve customer queries via phone and email, educate clients on PayPal products, provide feedback on customer satisfaction, and handle fraud-related issues effectively.

Requirements

  • Fluent English & Dutch is required 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 utilising active listening and clearly speaking to customers
  • Strong written (email) communication utilising 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

Responsibilities

  • Answer phone calls and 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.
  • Proactively recommend and educate the customer about the features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics e.g: phone handling time, customer experience, proactive product offered, and accepted opportunities.
  • Provide consistent feedback regarding overall customer satisfaction, tools, and processes.
  • Resolve fraud-related queries such as (but not limited to): unauthorized use of the account, account out of compliance with regulatory requirements, high number of claims and chargebacks on the account, or sudden, rapid changes in the use of the account.

FAQs

What is the primary responsibility of a Customer Solutions Agent at PayPal?

The primary responsibility of a Customer Solutions Agent is to assist customers and help resolve their inquiries using modern communication and technology tools to provide accurate answers in a quick and helpful manner.

What languages are required for this position?

Fluent English and Dutch are required for this role.

How does PayPal ensure a positive work environment?

PayPal emphasizes its core values of Inclusion, Innovation, Collaboration, and Wellness to create a positive work environment, focusing on teamwork and the well-being of employees.

What are the main communication channels used for customer service?

Customer service is provided via Phone, Chat, and Email.

What kind of customer issues will I be handling?

You will handle queries related to account usage, product features, fraud-related issues, customer satisfaction, and operational processes.

Is previous experience in customer service required?

While previous experience in customer service is beneficial, the job description does not explicitly state that it is required. Strong communication skills and the ability to assist customers are crucial.

What competencies are important for a Customer Solutions Agent?

Important competencies include teamwork, adaptability, customer focus, listening skills, problem-solving, composure, a drive for results, and integrity.

What type of benefits does PayPal offer to its employees?

PayPal offers a range of benefits including a flexible work environment, employee shares options, health and life insurance, and additional resources to support financial, physical, and mental health.

How does PayPal promote diversity and inclusion?

PayPal is committed to providing equal employment opportunities and creating an inclusive environment where all employees feel valued and accepted, reflecting the diversity of the communities they serve.

What is the work schedule or model for this position?

PayPal operates a balanced hybrid work model, typically offering 3 days in the office for collaboration and 2 days that can be chosen between the PayPal office or remote work from home.

Can I apply if I have concerns about my qualifications?

Yes, PayPal encourages all candidates to apply regardless of their qualifications and acknowledges that confidence gaps can hinder applicants.

What kind of training will I receive for this role?

While specific details about training are not provided, the role requires the ability to learn and adapt to new software technologies, indicating that training and support will be offered.

PayPal

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

PayPal is a prominent financial technology company that facilitates online payments and money transfers for individuals and businesses. Their fundamental objective is to empower seamless and secure digital transactions, enabling people to manage their financial lives more efficiently in an increasingly interconnected world. At its core, PayPal strives to be the bridge that connects people with the global economy, offering accessible and convenient solutions to move and manage money, ultimately promoting financial inclusion and empowerment.