About the Company

eBay is a leading global e-commerce platform, transforming how millions of buyers and sellers worldwide shop and conduct business. The company is dedicated to pushing innovation in the e-commerce space and fostering an environment where customers are paramount, authenticity is valued, bold ideas are encouraged, and diversity is celebrated. eBay aims to connect people, build communities, and create economic opportunities for everyone. They are looking for individuals to join a purpose-driven community committed to building an ambitious and inclusive work environment, where employees can contribute to shaping the future of global commerce.

Job Description

The GCX Commercial Teammate (MSO Reactive) role focuses on supporting large, high-value, and/or new sellers with their daily operational challenges through phone, chat, and email. This position requires close collaboration with internal partners such as Business Units and the Trust team to ensure sellers maintain high standards and healthy selling practices. The teammate will serve as the primary point of contact for Account Managers (AMs) and will proactively engage with sellers to resolve their issues, ensuring timely resolutions and maintaining positive relationships. This role is crucial for supporting sellers’ growth and navigating eBay’s specific operational and policy frameworks.

Responsibilities

• Handle daily reactive customer issues via email and chat channels.
• Conduct outreach to customers via phone as needed.
• Complete assigned tasks and responsibilities efficiently and within deadlines.
• Collaborate with team members to achieve business objectives and contribute to performance and process improvement initiatives.
• Meet and exceed specified turnaround time and quality targets, demonstrating attention to detail.
• Adhere to defined processes and Service Level Agreements (SLAs), including specific outlook issue processes.
• Act as a trusted advisor to sellers and account managers on matters such as defect review/removal, eMBG case review/auctioning, technical issues, product issues, and standards/policy related concerns that might hinder sales growth.
• Resolve issues for merchants that create eBay-specific impediments to growth and sales.
• Coach merchants on policies and issues to prevent future problems, encouraging a proactive approach and the adoption of eBay tools and standard processes.
• Interact with internal partners, advisors, policy makers, and technical teams to facilitate prompt issue resolution.
• Build and maintain a trusting relationship between eBay and the customer with a high degree of accuracy and detail.
• Share timely findings with Account Managers and key stakeholders.
• Share learnings from unique or challenging issues/queries with the team during daily huddles.
• Demonstrate empathy towards customer concerns and a commitment to ownership through to resolution.
• Utilize negotiation and influence skills to advocate for eBay and/or the customer when necessary.
• Summarize and provide customer feedback to management.
• Conduct proactive outreach activities (phone/email) for product/policy information, education, rollouts, driving sustainable business growth for high-quality sellers, and maintaining a healthy top seller community.
• Coach customers on policies that might impede their account progress or lead to selling restrictions, support correction of violating listings, and share best practices to avoid violations.
• Handle escalations and complex cases.
• Identify process gaps and share insights or suggestions for improvements beneficial to sellers/buyers.
• Research information using available resources to address customer inquiries, aiming for a high resolution percentage and advocating within the team to meet business goals.

Qualifications

• Graduation is mandatory.
• Demonstrated strong probing and problem-solving skills.
• Skilled in multitasking, with flexibility to adapt to rapid changes.
• Expert knowledge of MS Office, particularly PowerPoint and Excel.
• Ability to work effectively in a team environment and collaborate with others.
• Excellent time management, strong communication, and interpersonal skills.
• Self-starter with a positive attitude.
• Ability to maintain professionalism at all times.
• High accountability to provide end-to-end solutions for customers.
• 5+ years of experience in customer service, e-commerce, or handling email/chat services.
• Experience in handling customer complaints is an advantage.
• Data interpretation and quality insight understanding is an added advantage.

Skills

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Other Information

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