Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
About the role
- Customer Care Rep assisting PayPal customers via phone, chat, and email. Resolving inquiries about products, services, accounts, and transactions.
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.
Requirements
- 2 years of relevant work experience
- At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants/corporate accounts (B2B) and or Business to Consumers (B2C) and very strong in Account Management.
- Financial service industry or call center environment is advantageous, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development.
- Proven ability to handle challenging customers in a professional manner while remaining calm
- Ability to work both independently and as part of a team.
- Problem Solving: Appetite to troubleshoot with correct solution using tools, resources, and technology.
- Agility: Prioritize and manage time efficiency by adhering to clearly defined KPIs
- Adaptability: Learning on the fly, multi-tasking and efficiently using tools to identify and solve complex problems.
Benefits
- generous paid time off
- healthcare coverage for you and your family
- resources to create financial security and support your mental health
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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