Commercial Teammate (MSO Reactive) supports large merchants, high value/potential and/or new sellers with their day to day operational issues by phone/chat and email, working with the relevant key partners (e.g. Business Unit, Trust team) closely to help sellers’ maintain their standards and healthy selling practices.Providing a timely resolution as well as maintaining a positive relationship with the account management group. This teammate will be the primary point of contact for AM’s and proactively connect with sellers either via phone or emails to help resolve their issues.ResponsibilitiesHandle day to day reactive issues with customers email and chat channel.Outreach could be phoneComplete assigned tasks and responsibilities in a timely and efficient mannerProvide excellent customer service by adhering to quality metricsMeet and exceed the turnaround time and quality of delivery as per the specified target, have an eye for details.Work as per defined processes and SLA – outlook issue processAct as a trusted advisor to sellers and account managers on defect review/removal, eMBG case review/auctioning, technical issues, product issues, and standards and policy related issues that can hamper sales growth.Resolve issues for sellers of any eBay specific impediment to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, standards and policy related issues)Coach sellers so that issues and policies do not impede their business in future and help them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or standard processesInteract with internal partners, advisors, policy makers and technical teams to assist with speedy resolutionEstablish a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracyShare timely findings with the Account Manager and key stakeholder.Share learning with team in daily huddles for exciting/unique issue/query worked.Be empathetic to customer concerns and display a candid desire to serve with ownership through to resolutionAt times, use negotiation and influence to advocate on behalf of eBay and/or the customerSummarize and provide customer feedback to managementQualification & Skills required:Graduation is MandatoryDemonstrate strong probing and problem solving skillsSkilled in multi-tasking, including the ability to be flexible and adapt to changes quicklyData interpretation and Quality insight understanding is an added advantage to succeed in this role.Ability to work well in a team environment and collaborate effectively with others.Excellent time management, strong communication and interpersonal skills.Self-starter with a positive attitude.Ability to remain professional at all times.3+ years of experience in customer service/ecommerce/handling email or chat servicesBenefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/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.Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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