Customer Support Advisor [German speaking]

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

As a Customer Support Advisor, you are supporting our merchants at all stages of their Zettle journey via phone, email, and live chat. The role is both reactively and proactively work with customers to resolve their queries, help them find the best solution for their business and help them grow. We do this by being there throughout their journey from onboarding and onwards. We aim to create long-lasting customer relationships, drive customer satisfaction and retention.

Job Description:

Remote working within Stockholm, occasional office attendance.

What you need to know about the role:

As a Customer Support Advisor, you are supporting our merchants at all stages of their Zettle journey via phone, email, and live chat. The role is both reactively and proactively work with customers to resolve their queries, help them find the best solution for their business and help them grow. We do this by being there throughout their journey from onboarding and onwards. We aim to create long-lasting customer relationships, drive customer satisfaction and retention.

Meet our team:

Our team is located in Stockholm. You will be a part of the Nordic team serving our Zettle merchants towards the Nordic market. Each team member is taking care of both incoming email and phone calls.

Your way to impact

You play an important role as you are the first Zettle point of contact for our merchants. Your knowledge and skills are important both towards our merchants and internally where you can be asked to support in internal projects. We are very keen to keep our customers and their business happy and therefore we follow our customer satisfaction closely by following up the delivery on a frequent basis.

Your day to day:

• Responsible for working and responding professionally to customer issues at Zettle
• Answer phone calls and emails from customers and work to resolve their queries in real time, or work with the most relevant Zettle departments so it can be dealt appropriately.
• Proactively recommend and educate the customer about the features and benefits of Zettle products in order to improve their satisfaction and deepen their relationship with Zettle.
• Seize opportunities to upsell products when they arise. Rate negotiation, sales, support in internal projects etc.
• Working hours will be from Monday to Friday from 08.00-17.00 (local SE time)

Additional Responsibilities & Preferred Qualifications:

What do you need to bring:

• You need to have a native or business proficiency level in German.
• You have to be fluent in English, our business language.
• Swedish language is a plus but it is not necessary
• You are positive and bring energy
• You are a team player
• You are self driven and you are taking responsibility for your own day-to-day work
• Ability to communicate effectively via telephone by utilising soft skills, active listening, and clearly speaking to customers
• Excellent business writing abilities and the ability to communicate effectively via email transmission by utilising proper grammar and punctuation skills

Subsidiary:

Zettle

Travel Percent:

0

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.