Sr Representative, Customer Care (Merchant)

PayPal

  • Shanghai
  • Permanent
  • Full-time
  • 6 hours ago
The CompanyPayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.Job Summary: This job assists customers via phone, chat, and email, addressing inquiries about products, services, accounts, and transactions. You’ll research issues, interpret transaction activity, and resolve concerns to support their business. You’ll also mentor new agents, provide feedback to managers and team leads, and act as an escalation point for complex cases. By proactively communicating with support teams and educating customers on product features, you’ll enhance their experience. Additionally, you’ll handle escalations, consultation lines, and various communication channels while ensuring privacy, security, and compliance.Job Description:Essential 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.
Expected Qualifications:
  • Minimum of 2 years of relevant work experience
Preferred Qualification:Experience in B2B/merchant servicing is a plus/preferred.Subsidiary: PayPalTravel Percent: 0PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit .For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.Our Benefits:At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit .Who We Are:to learn more about our culture and community.Commitment to Diversity and InclusionPayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at .Belonging at PayPal:Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.Any general requests for consideration of your skills, please .We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

PayPal