Job Details

Italian Collections / Customer Service Agent (Dublin, Ireland)

London, United Kingdom, £23,900 - £25,600 , Permanent

Posted: 3 hours ago


As a Italian Collections Specialist, your goal is to deliver best-in-class service to PayPal's core and emerging products, taking problem solving and customer service to a new level. As a Collections Specialist you will also uphold the highest level of customer service while negotiating with PayPal customers on resolving negative balances and providing quality solutions. The Collections Specialist will also be eligible for the EMEA Collections incentive program, via a monthly scorecard and will be part of our Collections Quality assessment program while protecting the PayPal brand while we do. As a Collections Specialist, you will engage with PayPal customers where a negative balance has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid a negative balance in the future and following established policies and procedures to obtain payment on negative balance accounts via email or phone contacts. The telephony system will be primarily dialer focused.

*Fluency in Italian and English required*

• Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing
• Construct individually tailored solutions while being in compliance with all local laws and regulations regarding Collections and Debt recovery
• Maintain and promote a positive attitude while meeting production and quality goals.
• Display initiative to take on additional responsibilities geared towards professional growth and development.
• Participating in the PayPal Collections Quality assessment program, including Self-Assessment and Effectiveness testing and monitoring

• Customer Focus
• Drive for Results
• Problem Solving
• Composure
• Listening
• Functions/Technical Skills
• Flexibility
• Teamwork
• Negotiation
Preferred Qualifications:
• Strong communication skills, excel at customer interaction, exhibit creativity and skill in delivering practical solutions and thrive in a collaborative team environment
• Strong verbal (phone) communication skills: actively listen and speak clearly to customers
• Strong written (email) communication skills: use proper grammar and punctuation
• Well-developed sense of urgency and follow through
• Strong working knowledge of external systems and PC based internet and software applications
(The Internet, Microsoft Office - Outlook, Word, and Excel)

Job Requirements:
• Ability to learn and adapt to new software technologies
• Strong working knowledge of PC based internet and software applications
• Proficiency in external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel)
• Ability to communicate effectively via email transmission and phone by utilizing proper grammar
• Well-developed sense of urgency and follow through
• Ability to develop and maintain professional working relationships with co-workers and peers
• Ability to make a discretionary decision based on research •
• Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change and which can include Saturday work and some
late evenings)
• Possess a disciplined approach to working in a highly targeted environment

Job Details

London, United Kingdom
£23,900 - £25,600