Protection Service Specialist

客户保护及争议处理专员将会协助买家与卖家解决纠纷防范风险；通过你对买家和卖家保护政策的了解，及时、准确地完成索赔和审查。同时，作为客户和Paypal沟通的重要桥梁，你能够正确、友好、及时地向客户提供解决方案是非常重要的。因此客户保护及争议处理专员需要具备娴熟的沟通技巧，善于与客户交流，创新意识和团队合作能力。

As an Agent within Protection Services, your primary responsibilities will be assisting buyers and helping to resolve their seller dispute inquiries. By utilizing the latest in modern communication and technology tools, and your knowledge of the buyer and seller protection policies, you will complete reviews and resolve claims in a timely and accurate manner. As a frontline representative, you will be the primary point of contact for our customers – it is imperative that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries. An Agent within Protection Services exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in a collaborative team environment.

II.CORE DUTIES
lReviewing and attaching customer responses to claims filed against them or on their behalf. (5%)
lCompleting or cancelling pending reversals when appropriate. (5%)
lRestricting accounts when appropriate. (5%)
lClosing of claims filed through PayPal’s Consumer Protection Policies. (70%)
lEscalating appropriately to Fraud Investigations. (5%)
lReview limited PayPal accounts and determine the legitimacy of the account and account holder. This also includes determining cases that need to be resolved by the customer to lift their Limited Access. (10%)

JOB REQUIREMENTS
lBachelor degree or equivalent required
lStrong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
lStrong written (email) communication utilizing proper grammar and punctuation
lAbility to make discretionary decisions based on research
lAbility to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
lAbility to learn and adapt to new software technologies
lStrong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

上班地址：陆家嘴金融服务广场