Customer Care Rep - Merchant (Portuguese/Spanish)

PayPal; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global financial technology company based in São Paulo is seeking a customer service representative to assist with inquiries across various channels. The ideal candidate should have at least 2 years of experience in customer service, excellent communication skills in English, and preferred knowledge of Portuguese or Spanish. The role includes mentoring agents and ensuring customer satisfaction, with a hybrid work model offering flexible options.

Serviços

Flexible work environment

Employee shares options

Health and life insurance

Qualificações

• At least 2 years of experience in customer service, preferably with B2B background.
• Excellent English communication skills, Portuguese/Spanish preferred.
• Ability to handle challenging customers professionally.

Responsabilidades

• Respond to customer inquiries via phone, email, and chat.
• Research and resolve customer issues accurately.
• Provide guidance on PayPal products and services.

Conhecimentos

Customer Service

Account Management

Technical Support

Conflict Resolution

Multitasking

Ferramentas

Microsoft Office

Descrição da oferta de emprego

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.

Experience and Qualifications

At least 2 Years relevant experience in Customer Service, preferably with background in handling merchants / corporate accounts (B2B) and very strong in Account Management. Financial service industry or call center environment is advantageous, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission‑based, quota‑based, up‑selling, cross‑selling), Marketing and business development.

Excellent English comms skills. Portuguese / Spanish language capacity preferred.

Able to effectively communicate, verbally and in writing, in both Portuguese / Spanish and English.

Proven ability to handle challenging customers in a professional manner while remaining calm.

Ability to work both independently and as part of a team.

Core Duties

• Answer phone calls and / or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner.
• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.
• Tracks inquiries to their resolution; escalating issues when necessary.
• Documents responses and logs as required according to our workflows.
• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.
• Perform other duties and required.

Skills Required

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong verbal (phone) communication skill 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 using multiple systems, screens, and tasks during customer contacts
• Time Management and adherence to schedules
• Ability to learn and adapt to new software technologies

Leadership Principles

Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging

Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences

Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end‑to‑end results; Work as One PayPal

Adaptability

Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc. Ability to multi‑tasking – multiple systems, screens, active listening. Ethics, Values, and Integrity. Lead with respect, honesty, and accountability. Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines. Staying compliant with systems and processes along with maintaining data integrity. Time Management. Adhere to schedule and metrics, such as average handle time. Using the right tool to complete tasks. Follow through from start to end when helping a customer in the most efficient way possible.

Our Benefits

At PayPal, we’re committed to building an equitable and inclusive global economy. 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.

Commitment to Diversity and Inclusion

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.

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.

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.

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.