The Requirements

To be a strong fit for this opportunity you should have: 

• At least one year of customer service experience. Experience in hospitality front-office, major retail, or other related position could be a fit.
• Fluency in German and business-level English fluency. Quick question for you - click here
• Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel). 
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers. 
• Strong written (email) communication utilizing proper grammar and punctuation. 
• Ability to work independently while making sound business decisions on case information. 
• Well developed sense of urgency and follow through. 
• Ability to multitask multiple systems, screens, and tasks during customer calls. 
• Time Management and the ability to adhere to schedules. 
• Ability to learn and adapt to new software technologies.

Additionally, in order to be an outstanding Customer Solutions Specialist, you should possess the following core competencies:

• Customer Focus
• Listening 
• Problem Solving
• Composure
• Drive for Results
• Functional / Technical Skills
• Ethics and Values
• Integrity and Trust
• Flexibility, Resiliency and Passion 

You'll also need the ability to pass an in-depth background check. 

The Role

Reporting to the Team Lead, as a teammate within Customer Solutions, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. Quick question for you - click here You’ll join a team that includes 17 professionals and you’ll navigate through 12 different systems while you’re on a typical phone call. 

As a frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolutions to their questions and inquiries while maintaining a positive and friendly attitude. It’s important to note that this is a high-volume call environment and your success will hinge upon your ability to provide excellent customer service and become a collaborative member of our team.

More specifically, your key duties will be to: 

• Answer phone calls from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately 
• Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics for example: phone handled time, customer experience, proactive product offered and accepted opportunities 
• Provide consistent feedback regarding overall customer satisfaction, tools and processes

Why PayPal

Professional development -- this is a fast-paced role allowing you to expand your customer service knowledge and experience, and you'll be able to take advantage of diverse training and development programs here. Once you've proven yourself in this role you might set your sights on a Senior role, or you could take your PayPal career in other directions in the company.

Training and support -- you'll undergo a comprehensive, intensive training program (lasting approximately 8-12 weeks), and you'll also have the ability to call on other resources for support if you need it; including our Senior Customer Solutions Specialists, and internal consultancy and advice teams that you can engage with in order to find a solution and manage customer expectations. We take pride in our "open door policy" where everyone has access to our management team. It won't be unusual for you to have regular interaction with leadership, including the Director of Customer Service. 

Changing the way people use money -- from its first day, PayPal has helped revolutionize the way people across the globe think about and use money. PayPal’s continued technological innovation, focus on improved processes, and mission to give people direct control over their money are integral facets of our culture and values.

Great environment -- the commitment, energy and enthusiasm our teammates have for PayPal is contagious. We value results and a strong sense of accountability, but we don't take ourselves too seriously. Our offices are bright and cheery, and most locations even have a gym onsite!

Strong performance -- we're posting strong numbers in 2015, building even further on our 2014 showing:

• PayPal’s 2014 annual revenue was $8.03 billion, up 19% year over year 
• PayPal’s net Total Payment Volume for 2014, the total value of transactions, was $235 billion, up 26% year over year 
• We processed a total of 4 billion payments in 2014.
• PayPal processed $46 billion in mobile payment volume in 2014, up 68% over 2013.

Global and growing -- PayPal helps people and businesses accept and make payments in more than 100 different currencies and withdraw money from their PayPal accounts to their bank accounts in 57 different currencies. In addition:

• PayPal has 169 million active registered accounts and is available in 203 markets around the world.
• PayPal’s international business accounted for more than half of total revenue in 2014.
• Approximately 25% of PayPal’s business is cross border trade.

Competitive compensation -- in addition to a competitive salary and bonus incentive program, we offer comprehensive benefits that include all you would expect plus some pleasant surprises, such as a generous allowance of paid time off. 

Video: How PayPal works.

Keys to Success

To excel in this role, you will exhibit strong communication skills, excel at customer interaction, and demonstrate creativity and skill in delivering practical solutions. We’re looking for an individual who can thrive in quick-paced, structured and collaborative team environment. Feedback is an important facet of the PayPal culture, and to find success here you should be open to and accepting of feedback and committed to transparency. 

Because the incoming inquiries you’ll handle will all involve limitations being placed on customers’ accounts, it will be essential that you can maintain a thick skin and a calm, pleasant demeanor throughout each and every interaction. You should have the ability to empathize and relate with the caller to help de-escalate and then resolve the situation. The challenge will lie in the volume of inquires you receive; in fact, you can expect to take anywhere from 70-90 calls a day. But it’s important to note that our focus isn't on numbers. Your success will be measured on the quality of calls, not the quantity. 

If you are open, honest and direct--we think you’ll enjoy working here. 

About PayPal

At PayPal (Nasdaq: PYPL), we put people at the center of everything we do. Founded in 1998, we continue to be at the forefront of the digital payments revolution, last year we processed 4 billion payments, of which 1 billion were made on mobile devices. PayPal gives people better ways to connect to their money and to each other, helping them safely access and move their money and offering a choice of how they would like to pay or be paid. With our 169 million active customer accounts, we have created an open and secure payments ecosystem that people and businesses choose to securely transact with each other online, in stores and on mobile devices. 

PayPal is a truly global payments platform that is available to people in 203 markets, allowing customers to get paid in more than 100 currencies, withdraw funds to their bank accounts in 57 currencies and hold balances in their PayPal accounts in 26 currencies.