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GE Business support SMB Specialist

PayPal

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 22/03/2013
this job is expired
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Description

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The Business Support SMB Agent is responsible for delivering priority account support to EU Business Support's most valuable sellers. This position is a critical component of the EU Business Support strategy to provide tailored merchant specific support - inclusive of inbound and proactive outreach. The Business Support SMB Specialist serves as the primary point of contact for issue resolution, cross selling, business profiling and consultation from merchants from an assigned portfolio of merchant accounts: (Merchants that are processing above 20,000 USD in TPV (total processing volume) per month). The goal is to build client relationships within the assigned portfolio and to provide a positive customer experience, brand loyalty, recommend efficiencies, increase account retention, profitability and revenue.

In addition, the Business Support SMB Specialist is responsible for identifying opportunities for proactive discussions with the merchant regarding business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives.

•Act on behalf of our merchants to highlight and provide feedback as the voice of the customer to internal organizations (10%)
•Perform proactive management and interaction with all accounts within the assigned portfolio. This includes analyzing and understanding the client and their business, including future business direction. (20%)
•Identify and mitigate risk on behalf of the company (10%)
•Establish effective working relationships within the organization to ensure excellent information flow and feedback on processes, policies and product changes that will affect the SMB segment (10%)

Competencies:
•Customer Focus
•Listening
•Problem Solving
•Composure
•Drive for Results
•Functional / Technical Skills

•Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer
•Strong written (email) communication utilizing proper grammar and punctuation
•Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism.
•Ability to function in multiple queues covering several product lines
•Ability to learn and adapt to new software technologies
•Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, Excel).
•Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).

Required:

  • Fluency in English and Swedish or/and Danish.
  • Leaving Certificate or equivalent
  • 2+ years experience in a customer support environment
  • PayPal and eBay experience is preferred
  • Direct work experience in working with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the merchant.
    Experience in an environment that requires you to identify key problems and independently determine appropriate solutions.
  • Bachelors Degree or equivalent work experience

This position requires sitting, typing and repetitive motions.

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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Ref: 112167_
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