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German Business Support SMB

Job Description

The Business Support SMB Agent is responsible for delivering priority account support to Business Support’s most valuable sellers. This position is a critical component of the EU Business Support strategy to provide tailored merchant specific support – inclusive of inbound and proactive outreach. The Agent serves as the primary point of contact for issue resolution, cross selling, business profiling and consultation from merchants from an assigned portfolio of merchant accounts: (Merchants that are processing above 20,000 USD in TPV (total processing volume) per month). The goal is to build client relationships within the assigned portfolio and to provide a positive customer experience, brand loyalty, recommend efficiencies, increase account retention, profitability and revenue. In addition, the Business Support SMB Specialist is responsible for identifying opportunities for proactive discussions with the merchant regarding business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives.

Core Duties:

  • Respond to merchant inquiries via multiple channels including: inbound, outbound and email, serving as the single point of contact through to resolution. This is inclusive of educating the merchant on our policies, procedures and associated timeframes; requesting additional information when necessary and keeping in regular contact with the merchant to ensure they are informed at all times.
  • Manage escalations on behalf of the merchant to mitigate and resolve any RISK alerts via the appropriate escalation channels, while maintaining effective inter-departmental communication & working relationships.
  • Act on behalf of our merchants to highlight and provide feedback as the voice of the customer to internal organizations.
  • Perform proactive management and interaction with all accounts within the assigned portfolio. This includes analysing and understanding the client and their business, including future business direction. Identify and mitigate risk on behalf of the company.
  • Establish effective working relationships within the organization to ensure excellent information flow and feedback on processes, policies and product changes that will affect the SMB segment.


  • Customer Focus
  • Listening
  • Problem Solving
  • Composure
  • Drive for Results
  • Functional / Technical Skills

Fluent German and English are required for this role

Job Requirements:

•Strong verbal (phone) communication skills utilising active listening and clearly speaking to customer

•Strong written (email) communication utilizing proper grammar and punctuation

•Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism.

•Ability to function in multiple queues covering several product lines

•Ability to learn and adapt to new software technologies

•Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, Excel).

•Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).

Basic Qualifications:

Required: Leaving Certificate or equivalent

Ref: R0017159


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