【Ebay/Paypal】全职招聘Customer Support Agent

xiaomaoyun

自2009年1月份以来eBay PayPal已经陆陆续续招聘了一年时间，细心的同学肯定发现Vivian一直在做这个部门的招聘，很多同学对此有些疑惑，为什么这个部门一直在招人？这些职位的工作职责、职位要求、发展空间、薪资待遇……是怎样的？下面Vivian就这些问题给大家解答一下：

, P, Y6 f% F9 T% O7 [投递简历请注意：
1、请在正文中写明教育经历，格式如：2005.9–2009.6
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1 [. n6 N  I" V2 _9 g7 y英语
本科
& _9 F3 `6 l/ d& w2、请将中英文简历以word格式放在附件中；

2 u: \  E( K: t6 D& p- m* s5 O首先介绍下eBay PayPal：
eBay (NASDAQ:EBAY; http://www.ebay.com)是全球最大的交易网站之一。经过十年的发展，eBay 成长为历史上发展最快的公司之一。目前eBay在全球33个国家和地区设有分支机构，拥有超过2.12亿注册用户，被誉为全球互联网上最受欢迎的购物网站。
PayPal是eBay旗下的一家公司，类似于淘宝的支付宝，是eBay的支付平台。PayPal服务建立在现有的银行账户和信用卡的金融基础设施之上，致力于让个人或企业通过电子邮件，即可安全、轻松的在线支付和接收款项。

投递简历方式：
Name: Helen
Mail: xiaomaoyun@gmail.com
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这个部门为何一直在招：
/ k& z$ c' h1 }* Z$ z5 [因为eBay 2009年开始要在上海建立一个亚太地区最大、即将成为全球最大的运作中心，所以招人量是很大的，必须分季度有计划招聘，所以从2009年一季度起我们就开始为这个运作中心招贤纳才，目前已经有超过100人成为PayPal的正式员工，希望对电子商务行业有兴趣的同学均可来此一试！
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这个部门主要招哪些方面的人才：
9 x- s. ^- _# V2 G5 T! WPayPal内部的职位是很多样化的，有适合应届生的包括为客户解决问题Customer Support Agent（English\Japanese\Mandarin\Cantonese），有保证账户安全的Fraud Prevention Agent，有保证平台商品合规性的AUP Agent以及Account Review Agent、Business Support Agent、Compliance Agent……

职位要求是怎样的：
% I8 t3 ?. W+ G' \: v$ A该职位对大学专业及工作经验无特殊要求，只要您是正轨院校本科以上学历即可，但是语言要求和综合素质要求非常高，因为我们的客户大部分是外籍人士，且主要通过电话沟通，所以流利的英语口语能力是进入eBay的第一道门槛，综合素质主要是指逻辑思维能力、人际沟通能力、语言表达能力、团队合作能力等，至于职位所需知识，eBay认为只要语言和综合素质过关，知识的获得并不难，eBay会给予新进员工规范的职前培训，且不会因为培训与员工签订任何附加协议。
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/ R1 U4 p9 V$ J这些职位的发展空间在哪里：
* [6 [% w, S4 n随着互联网的普及，网络购物在中国已越来越受欢迎，作为网络购物支付工具存在的PayPal不仅支持人民币，而且是面对全球，支持多种币种的服务，她未来的发展空间不言而喻，且eBay的平台也是有目共睹的，这些职位从招聘到培训到后期的发展都是有计划运作的。

0 o( R) U2 D7 r8 M这些职位的薪资待遇是怎样的：
候选人一旦接到PayPal的书面offer，即将成为PayPal的正式员工，应届生薪资待遇均在市场均价之上，且提供补贴、健身基金、培训基金、公司干股……等多项福利。
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工作地点在哪里：
上海张江高科技园区（地铁二号线张江站下来即到）


$ [# ~- n) i  X8 o. |JOB TITLE:Customer Support Agent
+ ?) j: Q) ?9 C3 b0 ~I.GENERAL SUMMARY
) p( O  N" D, N0 P# i: S+ [Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.

II.SPECIFIC DUTIES
+ E) b$ `; y  t1.Respond to inbound service requests via telephone and email inquiries routed to Customer Support.
4 v# v7 a0 j& i" u% x  q- {2.Assist prospective customers with product information and site navigation.
; z4 d0 v( ~  }3.Demonstrate the ability to create, add, edit and troubleshoot our auction seller products, website seller tools, and all other products and services provided to eBay customers.
* J5 r/ `$ l8 x- R4.Develop and maintain cross functional proficiency within selected skill sets.
5.Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.
& T4 Q0 d0 D8 |0 e0 i6.Research and resolve inquiries verbally and in writing.
3 n- x# C+ a0 P0 R! f1 h) S7.Route customers to appropriate queue when needed.
% s" I& P. E1 F- `8.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
5 t$ l' m& D6 s1 K* g% t9.Responsible for attending ongoing training and developing knowledge in all areas of the department.
10.Attend company provided training and maintain compliance with all applicable regulations.
11.Accurately record time using the company tools.
* c3 h3 ]# q" w$ o* L& _1 [7 H12.Accurately record customer trends using the online tracking tool.
13.Perform related duties as assigned.
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+ G4 J+ ]: e" o8 lJob Requirements
: J8 }9 W* ^' U+ i( _1.Diploma holder or equivalent work experience preferred.
2.6 months experience in a customer support environment preferred.
5 I$ W. M5 u: I, F% _; k" n' p7 G3.Experience in an Internet company, financial institution or transaction processor preferred.
4.Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email.
* s! D- p' r/ `: d5.Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint.
$ @! _$ L" P( |6 ^6.Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).
7.Ability to function in multiple telephone and email queues covering several product lines.
# @9 ^3 Y& j  S4 D. v: e8.Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
9.Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
; c" K# D  t( i; S  e10.Ability to learn and adapt to new software technologies.
11.Good oral and written English skills.
$ ^5 U' u: P' k' n$ ]; r12.Ability to develop and maintain professional working relationships with co-workers and peers.
0 P! U/ Z/ t6 e% j8 @4 m' l# m13.Well-developed sense of urgency and follow through.