Offer summary

Qualifications:

At least one year of customer service experience, preferably in a call center or online shopping environment., Excellent verbal and written communication skills with a focus on conflict management., Strong problem-solving abilities and the capacity to research and interpret information quickly., Proficient in Microsoft Office and capable of navigating the internet effectively..

Key responsabilities:

Engage with eBay customers via phone, chat, and email to resolve buying and selling queries.

Handle risk and trust-related inquiries, including account security and listing issues.

Follow up with customers on unresolved issues and provide empathetic support.

Train and mentor new hires, and manage escalated cases as needed.

Job description

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Position Summary

GEO Teammate is responsible in partnering with eBay customers to help navigate and resolve their queries and/or escalations across all lines of business – Buy / Sell / e2M / M2M, which result in making them feel great about eBay. Contacts include inbound phone calls, outbound phone calls and email.

Responsibilities

▪ Engage with eBay customers via inbound phone/chat/email to help resolve and/or navigate successfully through buying and selling related queries and/or processes on our site. This includes but not limited to ‒ General question and/or troubleshooting on account management, buying and selling processes on our platform

‒ General question and/or troubleshooting on our tools, policies, programmes and campaigns

▪ Engage with eBay customers through risk and trust related queries, processes and/or appeals on our site. This includes but not limited to ‒ Account security & management, common account issues (e.g., restrictions, suspensions, payment holds, identity verification etc)

‒ Listing issues with their account driven by specific actions that eBay has initiated as a result of site policy, procedure, or list practice violations.

‒ Buyer rules & policies (e.g. buyer risk management, bad buyer experiences)

‒ Seller rules & policies (e.g. high risk accounts, fraud, and appeals)

‒ Research and evaluate each customer’s listing, account and situation to provide accurate information, appropriate education and resolution to their specific violation, problem or concern

▪ Reliably follow up with customers on issues that were not able to be resolved during a single contact. Be empathetic to customer concerns and display a sincere desire to serve

▪ Hold oneself accountable to policies, metrics, processes and standards. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores

Added responsibilities:

▪ Training/OJT Lead: Provide training and mentoring new hires or low performers.

▪ Training/OJT Lead: Provide policy/product/process update with team

▪ Handle escalated complicated cases

Position Qualifications 2

▪ At least a year of customer service experience, preferably in a call center, internet, online shopping, or financial field

▪ Customer service orientation

▪ Excellent verbal and written communication skills

▪ Conflict management skills and ability to deliver difficult messages verbally

▪ Strong problem solving skills

▪ Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance

▪ Possess a strong process orientation including the ability to identify trends and opportunities for improvements

▪ Resilient, ability to work / multi-task under high stress and fast paced environment

▪ Strong team player who thrives working in a team environment

▪ Navigate the internet effectively

▪ Proficient in Microsoft Office

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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