At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

EE Specialist will be responsible for handling all internal/external escalated customer complaints. The role would need to work with cross business function, such as customer service, risk, and compliance, legal, business management team etc. to support on the customer complaints management and handling.

Job Description:

Your way to impact:

• Resolve internal escalated tough customer complaints independently such as Executive escalations and customer service tough complaints escalations. Try best to find out the solution which can make both company and customers achieve win-win.
• Represent company to handle the walking in customers who makes complaints by face to face with good negotiation skills.

Your day to day:
• Work closely with different levels’ stakeholders from different departments on escalations from government institutions/regulators such as Consumer Center, Market Supervision Administration, People's Bank of China and so on.
• When performing as a supporting role, using professional operation knowledge and personal influence to engage with stakeholders. Help key decision makers understand complaints background and make most proper final company level decisions.
• Draft complaints reports.
• Proactively find out the opportunities in company products/process/policy by complaints root cause analysis, which co-work with related supporting teams to improve customer experience.

What do you need to bring:

• Bachelor’s degree or above.
• Requires at least 2-3 years’ tough complaints handling experience.
• Advanced skills in Microsoft Office tools
• Strong verbal communication skills utilizing active listening and clearly speaking to customer and writing skill (in both Mandarin and English) with solid logistic.
• Good at interpersonal skills
• Customer focus by make outbound calls or emails to customers to help resolve complaints in the most efficient way with customer friendly manner. Practice best judgment on what support needed for customer; actively listen to customer concerns, take ownership and empowerment in leading solutions
• Problem solving by effectively identify problems and issues with relevant research via the appropriate tools. Decide on the outcome of complex issues. Keeping in mind that decisions may impact customer retention, company loss or savings, as well as resulting in legal action or reputational damage.
• Comfort around senior management which can co-work with senior managers/directors without undue tension and nervousness. Can determine the best way to get things done with them by talking their language and responding to their needs.
• Time management which be able to handle multiple complex and high priority tasks simultaneously with well-developed sense of urgency and follow-through.
• Organizational agility which works very closely with all departments within company as well as performing a supporting role in assisting company’s Legal/Compliance Policy/Public Relations teams in resolving escalated customer issues. Knows how organizations work and how to get things done both through formal channels and the informal network.
• Have confidence to handle tough situation under high pressure any time.

Competencies
• Customer Focus
• Drive for Results
• Timely Decision Making
• Problem Solving
• Interpersonal and Negotiation
• Strategic and Organizational Agility
• Business Acumen

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

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 https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal 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. For more information, visit https://www.paypal.com ,  https://about.pypl.com and  https://investor.pypl.com.

PayPal 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 [email protected].

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