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  • Customer Solutions Teammate eBay

Customer Solutions Teammate eBay

  • 30 May 2013 9:57 AM
    Message # 1305397
    Deleted user
    Apply Online at www.ebaycareers.com
     
    Customer Solutions Teammates provide top notch customer service in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat. Top notch Customer Solutions Teammates will establish trust and relationships between eBay and the community while maintaining a high level of detail and accuracy.
    Customer Solutions Teammates are expected to operate in a predominately live contact environment, responding to a variety of incoming customer calls. They will be expected to utilize unparalleled problem solving and conflict resolution skills in their day-to-day tasks. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores. Support issues could include answering questions about eBay site functionality and policies, helping to troubleshoot and facilitate issue resolution.
    This position could be working in one of the following departments:
    eBay Buyer Protection:
    Customer Solutions Teammates are responsible for working with our customers (buyers and sellers) to resolve issues when an item was not received or the item they received is different from what was described in the eBay listing. Teammates will provide information on the resolution process in an effort to guide the best solution for all parties involved including buyers, sellers and the eBay community.
    If buyers and sellers are unable to resolve the issues themselves then the case will be investigated and decided by a Customer Solutions Teammate with the information that is available as well as utilizing the policies and procedures currently in place.
    eBay Trust and Safety:
    Customer Solutions Teammates are responsible for fielding inbound member contacts as they relate to protecting the security of the eBay Marketplace; stemming from Pro Active, Fraud, and General Risk actions taken against member accounts. Member contacts consist of appeals involving suspensions, account level restrictions and/or limitations, unpaid items, seller performance, identity verification, feedback and general customer support questions.
    eBay Top Customer Care:
    Teammates are responsible for working with the top 1% of eBay customers (both Buyers and Sellers) to serve and create an engaged and loyal eBay community. This is achieved by creating personal experiences with our members and assisting them in resolving their concerns. This enhanced customer experience may include (but not limited to): appeals concerning suspensions, account level restrictions and/or limitations, unpaid items, seller performance, identity verification, feedback, business development and general customer service questions. Teammates also provide information on the resolution process in an effort to guide the best solution for all parties involved including buyers, sellers and the eBay community. Top Customer Care Teammates are expected to demonstrate confidence and compassion during all customer (internal and external) interactions.

    Job Requirements

    eBay Buyer Protection and eBay Trust and Safety:

    2+ years of customer service experience required, preferably in a call center, internet, online shopping, or financial field


    • Must have strong analytical and problem solving skills

    • Must have the ability to multitask

    • Must be able to type 25 words per minute

    • Must be able to navigate the internet effectively

    • Must have top notch customer service skills to effectively resolve customer issues in one call

    • Must have excellent verbal and written communication skills

    • Proficient in Microsoft Office

    • Working knowledge of the eBay site is a plus

    • Your eBay and or PayPal accounts must be in good standing

    • Conflict management skills and ability to deliver difficult messages verbally

    • Research and investigate information quickly, view information from alternative perspectives

    • Analyze and categorize information that may not easily be interpreted at a glance

    • Make a decision based on information available

    • Follow written directions and relay talking points

    • Hold themselves accountable to policies, metrics, processes and standards

    • Show empathy while being compliant with eBay policies

    • Show confidence and compassion when relaying a tough message

    • De-escalate frustrated customers through active listening and a focus on resolution

    • Identify problems or errors and escalate correctly

    • Proactively educate with a desire to prevent future negative experiences

    • Must be comfortable viewing/discussing adult theme items that could be considered graphic or offensive in nature

    eBay Top Customer Care:

    • 2+ years of proven customer service experience required preferably in phone/chat/email environment
    • Business development or sales experience preferred
    • Strong work knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office, - Outlook, word, Excel)
    • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
    • Ability to multitask multiple systems, screens, and tasks during customer contacts
    • Must pass background/credit check to gain access to PayPal Admin tools
    • Can act in ways that seem contradictory; Is flexible and adaptable when facing tough calls; sets strong but flexible standards; is seen as balanced despite the conflicting demands of the situation
    • Use logic and methods to solve difficult problems with effective solutions; can see hidden problems; looks beyond the obvious and doesn’t stop at the first answer
    • Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; pushes self and others for results
    • Must make good decisions based on wisdom, experience and judgment
    • Learns quickly when facing new problems; versatile learner; open to change; enjoys the challenge of unfamiliar tasks
    • Easy to approach and talk to; good listener; builds rapport well
    • Acts with customer in mind
    • Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
    • Widely trusted; viewed as a direct, truthful individual
    • Listens and checks before acting; tries to understand the people and the data before making judgments
    • Knowledge, skills, abilities, experience, and education required to perform job

    Follow the link to apply:http://jobs.ebaycareers.com/austin/customer-support/jobid3642670-customer-solutions-teammate-ebay-ebay-jobs 

     

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