Customer Service Representative - Portuguese Speaker

Job 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 on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.
• Maintain account confidentiality, ensuring customer privacy and security in all interactions.
• Recommend solutions and alternatives that align with customer needs and business objectives.
• Escalate issues when necessary and relay customer feedback on product improvements and policy enhancements.
• Continuously develop knowledge of PayPal’s business, features, and services, contributing feedback to improve processes and tools.

Expected Qualifications:

• 1 year of relevant experience

Preferred Qualification:

What do you need to bring - Core Competencies for Virtual Representative, Customer Care

This role is remote within the Republic of Ireland.

• Fluency in both Portuguese & English is required for this role.
• Minimum of 1 year of relevant work experience in remote environment.
• Technical Proficiency: Comfortable navigating multiple systems/tools simultaneously, quickly learns new digital platforms and updates and troubleshoots basic tech issues independently.
• Collaboration in a Remote Team: Proactively communicates with team leads and peers, shares updates, flags issues, and supports others in chat groups. Engages positively in virtual meetings and discussions.
• Self-Motivation & Accountability: Manages time effectively without direct supervision in the virtual world, consistently meets or exceeds performance and quality targets and takes ownership of tasks and follows through independently.
• Communication Skills (Written & Verbal): Written - Communicates clearly, professionally, and empathetically in chat. Verbal - Speaks confidently and with clarity during phone interactions. Adapts to the tone of the channel and customer needs and actively listens and asks clarifying questions when needed.
• Time Management & Prioritization: Manages queue, breaks, and workload efficiently in a remote setup adhering to schedule and prioritizes tasks based on urgency and impact.
• Problem-Solving & Critical Thinking: Analyses issues and finds appropriate solutions efficiently, uses sound judgment to decide when to escalate and applies learning from past cases to resolve new challenges.
• Decision-Making: Makes confident, informed decisions within policy guidelines, balances customer satisfaction with operational efficiency and manages edge cases responsibly without constant input.
• Adaptability & Resilience: Adjusts quickly to shifting priorities or new procedures, maintains professionalism during high volumes or challenging interactions and stays solution-focused even under pressure.
• Customer-Centric Mindset: Demonstrates empathy, patience, and a genuine desire to help, builds rapport quickly with customers via chat and voice and strives for first-contact resolution and high satisfaction.
• Ethics & Values: Upholds the organization’s values in all interactions, respects diversity, equity, and inclusion and makes decisions with fairness and responsibility in mind.
• Integrity & Trust: Demonstrates honesty and transparency in all communications and builds trust with customers and colleagues through consistent, ethical behavior.

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

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.

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.

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 paypalglobaltalentacquisition@paypal.com.

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.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.