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.
Provide reactive and real-time support and coaching for teammates' questions with in-depth and current subject matter knowledge leading to TMs developing their own best possible and complete customer resolutions and experience
Manage escalation calls with quick, simple and easy resolution of customer issues in a professional manner.
Responsibilities and Tasks:
Provide real-time support to TMs on production floor
Provide solutions to TM's questions; attend to questions with coaching tips and guidance to enable them to handle similar cases on their own going forward
Track each contact received through Qualtrics
Identify difficulties from frontline (non-training) and provide insight to operations management teams to drive continuous improvement
Demonstrate end-to-end case ownership and ensure highest level of service is delivered with a complete resolution to customers
Log raised calls, track observations into Qualtrics to provide insights on mentor, policies and product experience opportunities where applicable
Ensure all policies and processes are adhered to relating to customer escalations while using empowerment when appropriate
Be an example of effective role model, allowing TMs to learn in real time through observation when handling partner concern cases
Identify pain points from frontline and provide insight to operations management team to drive continuous improvement
Will handle a portion of direct customer contacts to maintain an expert status across Buy, Sell and M2M LOB’s
Proven track record of de-escalating challenging contacts
Green performance scorecard for at least 6 weeks
With at least 6-month production experience
Near 100% attendance at work
Must be experienced in Buy, Sell and M2M LOB’s
Good knowledge of policies and EMIR Compliance
rates (M2M), tools, navigation in KB, site functionalities (Buy/Sell)
Deal with challenging conversations with a positive attitude
Great communications skills both verbally and in writing
Great ownership skills
Good at multitasking
Key Performance Indicators:
Efficiency – schedule adherence
Quality – customer service standard & accuracy metric
Grading will begin at 17, with the capability to advance to a Grade 18 with the right development of proficiencies
Virtual Support Teammate 1 – G18
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/
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