客户保护专员 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；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 an d helping to resolve their seller dispute inquiries. By utilizing the latest in modern communication an d technology tools, an d your knowledge of the buyer an d seller protection policies, you will complete reviews an d resolve claims in a timely an d 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 an d inquiries. An Agent within Protection Services exhibits strong communication skills, excels at customer interaction, exhibits creativity an d skill in delivering practical solutions, an d thrives in a collaborative team environment.

CORE DUTIES
1. Reviewing an d attaching customer responses to claims filed against them or on their behalf. （5%）
2. Completing Ｏr cancelling pending reversals when appropriate. （5%）
3. Restricting acＣounts when appropriate. （5%）
4. Closing of claims filed through PayPal’s Consumer Protection Policies. （70%）
5. Escalating appropriately to Fraud Investigations. （5%）
6. Review limited PayPal acＣounts an d 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
1. Bachelor degree Ｏr equivalent required
2. Strong verbal （phone） communication skills utilizing active listening and clearly speaking to customers
3. Strong written （email） communication utilizing proper grammar and punctuation
4. Ability to make discretionary decisions based on research
5. Ability to function in multiple queues covering a variety of tasks with a sense of urgency an d follow-through
6. Ability to learn an d adapt to new software technologies
7. Strong working knowledge of external systems, PC based internet an d software applications （Internet, Microsoft Office - Outlook, Word, Excel）