eBay is an E-commerce company established by Pierre Omidyar on September 3, 1995. The organization headquarters are located in San Jose, California, U.S. The revenue of the firm is approximately around US$9.79 billion. eBay is Formerly known as AuctionWeb.
Handle day-to-day reactive issues with merchants via inbound and outbound phone and email
Work as per defined processes and SLA – outlook issue process
Handle all hotline volume within the defined SL. Lead the same in terms of timely login & staffing during break time.
Act 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 merchants 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 merchants so that issues and policies do not impede their business in the future and help them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including the adoption of eBay tools and/or standard processes
Interact with internal partners, advisors, policymakers, and technical teams to assist with speedy resolution
Establish a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy
Share timely findings with the AMs
Share learning with the team in daily huddles for exciting/unique issues/queries worked.
Be empathetic to customer concerns and display a candid desire to serve with ownership through to resolution
At times, use negotiation and influence to advocate on behalf of eBay and/or the customer
Summarize and provide customer feedback to management
Perform related duties as assigned
Conduct Outreach activities (outbound phone and/or email) including but not limited to – Outreach to customers with product/policy information/education/rollout– Outreach to customers to drive sustainable business growth for high-quality sellers and help to maintain a healthy top-seller community. E.g. coach customers regarding policies that may impede progress on their account or result in selling restrictions, support to correct listings that are in violation, share best practices to avoid violations, etc.
Training/OJT Lead: Provide training and mentor new hires or low performers.
Training/OJT Lead: Provide policy/product/process updates to the team
