Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.
Job Summary
Social Media Insights Teammates provide timely and effective support to customers contacting eBay, and eBay executives, using social media channels and other public forums. Teammates handle inquiries for all lines of business including Sell, Buy, eMBG, and Risk, with a primary focus on Premium Services Sellers. They are defenders of the brand, using good judgment to make decisions that protect eBay’s reputation while building brand affinity within an online community. They are customer-centric, finding solutions that provide a balance between our customers, our company, and our brand. Teammates are succinct in their communication incorporating high accuracy, and positive positioning to improve customer experiences. They engage with all levels of employees, and customers, in partnership with the PR and Marketing teams, so that public responses match brand positioning and tone.
Job Responsibilities
Monitor Social Media channels responding to customer service issues through all Social Media channels in a high-risk public environment.
Communicate and partner with various GCX, PD, BU, and Marketing teams to ensure issues occurring in the business are communicated providing an improved customer experience. This includes collecting data, and content preparation for high-level leaders based on trending customer sentiment.
Handle executive-level social media contacts, and high-profile Public Relation and Marketing requests
Analyze company perception across Social Media platforms, following protocol in surfacing issues to leadership as well as other departments as needed.
Monitor trends and collect data; define set of relevant keywords and keyword combinations to be used for analysis.
Partner with internal and external collaborators and readout regularly to LOB owners on progress
Resolve member concerns, including executive issues occurring on social media, taking appropriate action
Be a customer advocate, waking up thinking about how you are going to satisfy our customers while supporting our business strategy.
Offer a single point of contact support including eMBG, technical issues, billing, GSP inquiries, standards and policy-related questions
Ensure work is being completed within the service level and actively working towards improvement
Work to ensure a positive, consistent, and seamless customer experience
Partner with business units, seller communications, legal, PR, marketing and product teams to support their missions ensuring consistency and voice and cultivating a strong community around our social platforms
Analyze company perception across Social Media platforms, and follow protocol in raising issues to leadership and/or other departments
Document Insights and coaching for improvements – Analyze and compile reports to be shared with all levels of the company
Troubleshoot any customer problems related to the eBay platform, offering solutions and recommendations
Identify problems or errors and raise them correctly
Demonstrate communication effectiveness
Maintain high-performance metrics with a focus on the member experience-CSAT
Job Requirements
A person with 1+ years of extensive personal or professional experience in social media required.
A social media user with a proficient understanding of the social media eco-system including but not limited to Facebook, VK, Twitter, YouTube, Forums, and Blogs; using our brand’s voice in customer conversations
Able to research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance. Proficiency in Excel, Social Media Analytics and JIRA is a bonus.
Comfortable working directly with management and leaders in and outside GCX building strong relationships with co-workers.
A specialist in your current role looked to as a trusted resource by your peers
Experienced – you’ve been successful in multiple roles at eBay, are comfortable handling contacts across all lines of business and you buy and/or sell on eBay
An excellent verbal and written communicator; an active listener
Professional in your engagement with customers and executives
Self-starter, motivated, focused and proactive in your attitude
Great at solving problems and flexible in your approach
Experienced in looking after passionate customers
Flexible, independent and have a great team spirit
Able to work in a fast-paced environment while being organized and using your time efficiently
Innovative -in order to improve our service by creation and implementation of pilots focused on driving improvements
Hold an understanding of CMS tools and skills, with an ability to provide strategic feedback to improve efficiency
Benefits 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/
APPLY TODAY!
• Ryan Williams will personally read your application.
• If there is a mutual interest, we will reach out to tell you all about the hiring company and answer your questions so you can determine if this is a position you’d like to pursue.
• To follow up on your status, please wait at least 48 business hours, and then email, rwilliams8@ebay.com.