【全职】500强+月薪5000起+粤语客服专员+英语反欺诈专员

xiaomaoyun

公司为世界500强，目前在上海筹备一个面向全球提供服务的call center，主要客户是欧美、香港、新加坡、韩国、日本等。
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目前主要在招两个职位：
一、粤语客服专员
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有意者可投递简历：
0 K8 K2 Z; }* F6 \Name: helen
5 b" u& D. b- f; D$ V8 f3 iMail: xiaomaoyun@126.com
( B0 b/ Y6 M4 d0 xTel: 021-51709166/7

工作地点：
上海市地铁附近

职位介绍如下：
: y% G9 @9 A2 q. h一、粤语客服专员（该职位目前有实习生职位和正式职位，实习结束可以转正）
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2 j4 |7 \2 ~: V4 \! Z' V; L2 A职位要求：
1、粤语母语，户籍广东，最好珠三角地区；
+ J' b# \1 s2 o3 b" X2、英语CET-4；
& \- q4 R4 q; S3 T3、大专及以上学历，不限专业，本科优先考虑；
& L( F' _8 ~' O% F+ Y: q4、耐心、细致，良好的沟通、倾听、电话应对技巧；
5、有良好的客户服务意识；
6、熟练操作MS office word及outlook；
7、具有团队合作精神；
' m. h+ z% Z7 {1 U' S0 p% C2 C; X欢迎2011年应届生前来应聘，入职后开始统一规范的职前培训！
2011年应届生先以实习生身份入职，签订三方协议，实习期间月薪>3000元！
拿到毕业证后转正为正式员工，签订正式劳动合同，转正后月薪>5000元！
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: m6 S) z( `! c- y. G9 D% |二、英语反欺诈专员（该职位目前没有实习生职位，应聘者必须已经毕业）
该职位对大学专业及工作经验无特殊要求，只要您是正规院校本科以上学历即可，但是语言要求和综合素质要求非常高，因为我们的客户大部分是外籍人士，且主要通过电话沟通，所以流利的英语口语能力是第一道门槛，综合素质主要是指逻辑思维能力、人际沟通能力、语言表达能力、团队合作能力等，公司y会给予新进员工规范的职前培训，且不会因为培训与员工签订任何附加协议。
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Fraud Prevention Agent
I.GENERAL SUMMARY
% p: o, J2 A) p6 O0 N, lFraud Prevention Agents are required to work through a number of pre-determined fraud queues, kana email queues, and service requests to identify potentially fraudulent accounts and take all appropriate actions.  Agents will complete their investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc.  Agents may be required to contact account holders - both senders and recipients - in order to verify the authenticity of transactions and/or activity.  Finally, a variety of documentation may be reviewed including credit card statements, bank account statements and customer response, etc, in order to determine the legitimacy of the account and account holder.
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8 {% }7 {8 k  s/ kII.SPECIFIC DUTIES
A.Contacting account holders in an effort to verify activity and mitigate loss
B.Responsible for working fraud queues, service requests and other item processing related to Spoof, Credit Card, ACH, IP Matches and other Fraud indicator queues on a daily basis.
C.Effectively identify problems and issues by performing relevant research using the appropriate tools.
* h! ^( A% L# fD.Analyze account history and trends to make sure all appropriate restriction/dismissal decisions are made on each account reviewed.
  p# U$ b/ `: G3 K: ^1 I! YE.Responsible for working assigned fraud and dispute queues, emails and service requests, as well as other fraud processing items on a daily basis.
$ W$ O/ I" u- O! eF.Analyze account history and trends to take appropriate action on accounts.
G.Communicate effectively and concisely with all applicable parties in pursuit of resolution of cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
H.Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk.  Methods to accomplish this include reviewing documentation including:  customer contact, driver’s licenses, credit card statements, bank account statements, utility bills, transaction history, other fraud indicators, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools.  
I.Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.
J.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential queue changes.
K.Perform related duties as assigned.
                             
III.Required Performance
A.Meet or exceed all published standards measured monthly and YTD
4 U( r7 A7 z! l% F3 x; A% z2 rB.Maintain acceptable level of job discretion.  Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
C.Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team anyone outside the direct reporting structure.
# E. p4 [' ?& c& \D.Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, demonstrating dedication by working overtime and holidays if necessary to maintain adequate staffing levels, and identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
0 y6 ~8 d( V. R" G* E( B2 ^: xE.Attend company provided OFAC and BSA training and be in compliance with all regulations.
0 l, Q8 d$ }$ q5 HF.Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).  
1 S8 i4 F9 x7 T5 OG.Maintain and promote a positive attitude while meeting productivity goals.
H.Continually display initiative to take on additional responsibilities toward professional growth.
2 s! L  ~% S, A; H1 \I.Remain informed concerning current and future Push initiatives by completing and passing all related testing