Customer solution Agent Teammate:

 Job Description Summary

As an Agent within 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 representative, 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. An Agent within Customer Solutions exhibits strong
communication skills, excels at customer interaction, exhibits creativity and skill in delivering
practical solutions, and thrives in a collaborative team environment.

 Core Duties
o Answer phone calls, emails, and case work from customers and work to resolve customer queries
in real time or pass the information to the most relevant PayPal department so it can be dealt with
appropriately.
o Tasks involve: Research using the appropriate tools, limiting accounts as appropriate or lifting
limits based on appeal, closing out of buyer complaints, tracking customer contacts and logging
relevant case related information. (90%)
o Proactively recommend and educate the customer about features and benefits of products in
order to improve their satisfaction and deepen their relationship with PayPal. In undertaking this
duty you will use Compass and IT systems to recognize the opportunities and transition the
call. Deliver on metrics set for offered and accepted opportunities. (5%)
o Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%)

Competencies

o Customer Focus
o Problem Solving
o Composure
o Functional/Technical Skills
o Ethics and Values
o Integrity and Trust
o Drive for Results