I. 职位简述
客户服务人员支持和解决与PayPal产品相关的问题、帮助客户做出决议，通过电话沟通和有效率和有效的方式电子邮件传输回应客户的查询，在这个过程中，客户的帐户、交易记录、银行帐户、银行对账单和其他客户具体信息是可用作解决问题的协助手段。
II. 具体职能
1.通过电话和回复客户发送的电子邮件来支持客户的查询或其他服务请求。
2.协助潜在客户处理其产品的相关信息以及其网站导购设置。
3.有能力提供给eBay（或使用PayPal）的客户创建、添加、编辑和解决我们的拍卖卖家的产品、网站销售工具和所有其他的产品、服务。
4.熟练掌握开发和维护跨功能选择的技能。
5.准确地判断、解释、决策与产品功能相关的问题，防止客户经济损失。
6.具备调查、解决客户服务请求的口语表达能力和书面表达能力。
7.在必要的时候，指导客户选择正确的发展方式、贸易手段。
8.提供给公司管理方面必要的修改、更新相关的顾客反馈，包括政策调整、服务升级和其他客户服务问题。
9.参与客户服务部为员工主办的培训和发展、有获取领域不断更新的知识的责任；参与公司培训，遵守公司规章制度。

1.本科（含以上）学历或具备客户服务六个月以上工作经验者优先。
2.有互联网领域、金融机构或交易处理工作背景者优先。
3.熟悉了解互联网，具备为客户解答互联网业务功能、作业模式的能力。
4.可熟练操作使用常用办公软件，如Excel, Word, Outlook, and PowerPoint
5.具备使用公司内部系统及软件，如Kana, Intranet, Admin Tools, Attack的能力。
6.具备与客户通过电话准确无误地沟通的能力，主动而积极地倾听客户问题、准确答疑。
7.能够有效地通过电子邮件与客户沟通，语法得当、标点无误。
8.学习、适应新技术、新软件的能力较强。
9.日语口语流利、书面表达得体。
10.能够处理好与同事的关系，有团队精神。
11. 具备在突发紧急状况下处理问题的能力；具备处理问题后续事宜的能力。

*目录内容编辑
*网站编辑
*宣传册等跟文字相关的编辑

*本科（含以上）学历
*1-5年工作经验均可，有商务写作背景加分
*日语母语，英文流利

客户经理是与企业客户沟通的重要桥梁，负责合约期内企业客户账户的运营。依据客户的业务状况、发展策略，与客户积极讨论，协助客户达到利润目标。客户经理应充分了解企业客户的需求，提供PayPal产品资讯，为客户的重要操作提供支持服务。客户经理应向现有PayPal客户提出改进建议，或向拥有其他业务的客户推荐PayPal，从而提高PayPal客户总支付量。

客户经理是PayPal商户支持团队的基本组成部分，是与150个中小型企业客户沟通的桥梁。

韩语/粤语商务水平；
英语书面可；
本科学历；
有销售和售后经验；或只有销售经验也可以

Working with merchants to expand or include the products and feature sets that are most applicable to their business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management (40%)
Working directly with merchants on the phone or via email to address and resolve merchant questions, concerns and issues. (30%)
Working with other departments to address and resolve merchant questions, concerns and issues. (15%)
Researching and problem solving in order to resolve merchant questions, concerns and issues. (10%)
Industry and product related continual learning (5%)

Fluent in English and Japanese
Bachelor’s Degree or equivalent work experience
Excellent organizational, communication (written and oral), and interpersonal skills.
Self-motivated, target driven independent worker
Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
Excellent Customer Relationship skills
Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)

IV.EXPERIENCE
4+ years proven and strong inbound and outbound sales experience within a fast paced target oriented environment required
4+ years’ sales or business development experience in one or more of the following areas preferred: Internet Company, financial institution, payments processor, or telemarketing firm.

属于电子银行的中后台。

反欺诈分析，合规分析，尽职调查，主要是针对网上交易中存在的疑似违规的行为进行分析和查处，比如像反洗钱这种

通过预定的欺诈条例，假名电子邮件条例，服务要求来辨别潜在欺诈账户，并采取合适的措施。通过客户联系，银行联系，信用卡发行方，检查paypal的交易，ebay的评级。电话匹配，IP地址网站的检索。可能会联系客户，发贷方和收贷方。为了核实交易的真实性，会审查一些文件，包括信用卡对账，银行对账单和客户反馈，以便检测他们的合法性。

- 本科，日语1级或相当，日语商务水平；英语能交流
- 应届生可，有工作经验的也可以

日语测试：
候选人一定要做一个自我准备
电话上切不要用口头缩略语
要用比较正式的敬语
说话要温柔一点，把面试官当作customer

日语客户经理是与企业客户沟通的重要桥梁，负责合约期内企业客户账户的运营。依据客户的业务状况、发展策略，与客户积极讨论，协助客户达到利润目标。

日文商务水平，英语社内交流
本科学历；
有销售和售后经验；或只有销售经验也可以
在上海的日本人也可以（至少会一门外语，中文或英文）

维护客户关系
研究客户行业趋势，为客户提供咨询和建议

粤语商务水平，英语社内交流
销售/市场相关经验，3年以上
电子商务、金融机构、数据处理机构优先

【CORE DUTIES】
 Working assigned queues, emails and service requests, as well as other Compliance related items on a daily basis. Processing queue items in a timely manner including Kana, ATTACK and Norkom queues Maintain professional interaction with PayPal personnel and customers at all times. (40%)
 Responsible for ensuring customers are in compliance with PayPal Policy as defined in PayPal’s terms of Use. (10%)
 Responsible for ensuring that PayPal implements the appropriate controls and monitoring to satisfy its obligations to the regulatory authorities and for ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly. (10%)
 Processing queue items such as KYC, KYB, SAR, PEP, WLM, and Transaction Monitoring in a timely manner as measured against communicated departmental targets. (35%)
 Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential workflow changes. (5%)

【JOB REQUIREMENTS】
Bachelor degree or above
Good Japanese reading and writing skills
6 - 12 months experience in one or more of the following areas required: Fraud Investigation, Card Issuing or Merchant Acquiring Credit Card business, Accounting, Finance, Protection Services, Chargeback Processing, or ACH processing
1+ years’ experience in a compliance department with a financial institution preferred
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Strong written (email) communication utilizing proper grammar and punctuation
Ability to make discretionary decisions based on research. A certain degree of creativity and latitude required
Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
Ability to learn and adapt to new software technologies
Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack)

I. 职位简述

客户服务人员支持和解决与PayPal产品相关的问题、帮助客户做出决议，通过电话沟通和有效率和有效的方式电子邮件传输回应客户的查询，在这个过程中，客户的帐户、交易记录、银行帐户、银行对账单和其他客户具体信息是可用作解决问题的协助手段。


II. 具体职能

1.通过电话和回复客户发送的电子邮件来支持客户的查询或其他服务请求。

2.协助潜在客户处理其产品的相关信息以及其网站导购设置。

3.有能力提供给eBay（或使用PayPal）的客户创建、添加、编辑和解决我们的拍卖卖家的产品、网站销售工具和所有其他的产品、服务。

4.熟练掌握开发和维护跨功能选择的技能。

5.准确地判断、解释、决策与产品功能相关的问题，防止客户经济损失。

6.具备调查、解决客户服务请求的口语表达能力和书面表达能力。

7.在必要的时候，指导客户选择正确的发展方式、贸易手段。

8.提供给公司管理方面必要的修改、更新相关的顾客反馈，包括政策调整、服务升级和其他客户服务问题。

9.参与客户服务部为员工主办的培训和发展、有获取领域不断更新的知识的责任；参与公司培训，遵守公司规章制度。

日语非常熟练，敬语使用的好
英语要会读写，公司系统什么都是英文的
英语口语能简单交流
1.本科（含以上）学历或具备客户服务六个月以上工作经验者优先。

2.有互联网领域、金融机构或交易处理工作背景者优先。

3.熟悉了解互联网，具备为客户解答互联网业务功能、作业模式的能力。

4.可熟练操作使用常用办公软件，如Excel, Word, Outlook, and PowerPoint

5.具备使用公司内部系统及软件，如Kana, Intranet, Admin Tools, Attack的能力。

6.具备与客户通过电话准确无误地沟通的能力，主动而积极地倾听客户问题、准确答疑。

7.能够有效地通过电子邮件与客户沟通，语法得当、标点无误。

8.学习、适应新技术、新软件的能力较强。

9.日语口语流利、书面表达得体。

10.能够处理好与同事的关系，有团队精神。

11. 具备在突发紧急状况下处理问题的能力；具备处理问题后续事宜的能力。

【CORE DUTIES】
 Working assigned queues, emails and service requests, as well as other Compliance related items on a daily basis. Processing queue items in a timely manner including Kana, ATTACK and Norkom queues Maintain professional interaction with PayPal personnel and customers at all times. (40%)
 Responsible for ensuring customers are in compliance with PayPal Policy as defined in PayPal’s terms of Use. (10%)
 Responsible for ensuring that PayPal implements the appropriate controls and monitoring to satisfy its obligations to the regulatory authorities and for ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly. (10%)
 Processing queue items such as KYC, KYB, SAR, PEP, WLM, and Transaction Monitoring in a timely manner as measured against communicated departmental targets. (35%)
 Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential workflow changes. (5%)

【JOB REQUIREMENTS】
Bachelor degree or above
Good Japanese reading and writing skills
6 - 12 months experience in one or more of the following areas required: Fraud Investigation, Card Issuing or Merchant Acquiring Credit Card business, Accounting, Finance, Protection Services, Chargeback Processing, or ACH processing
1+ years’ experience in a compliance department with a financial institution preferred
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Strong written (email) communication utilizing proper grammar and punctuation
Ability to make discretionary decisions based on research. A certain degree of creativity and latitude required
Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
Ability to learn and adapt to new software technologies
Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack)