Gcpo Apac Team Leader jobs at Ebay in Malaysia

• Coach teammates on job knowledge, productivity metrics, customer metrics, and standard processes
  

• Conduct formal coaching by evaluating work tasks or interactions, reviewing teammate behavior, and mentoring them to ensure smooth transitions from training to daily production
  

• Conduct comprehensive reviews of teammate performance to ensure service goals and standards are met
  

• Use development assessments to prioritize coaching needs, partnering with Team Leaders on individual and team trends
  

• Apply playbooks and development guides to determine coaching actions, coordinating with leadership to ensure quality reviews are completed consistently
  

• Develop job aids and tools to assist teammates in improving the overall quality of their work
  

• Provide integrated, real-time coaching during day-to-day workflows
  

• Stay current with departmental procedures and maintain expertise by occasionally working in production and supporting critical issues
  

• Serve as a Change Champion when it comes to tools, product/policy, and related updates
  

• Partner with QA and Learning teams to identify gaps and trends to enhance teammate performance
  

• Support employee engagement by assisting with motivational activities
  

• Build strong partnerships with Team Leaders and teammates
  

• Perform other duties as assigned
  

• Problem Solving: Ability to identify issues quickly through effective questioning and data analysis, with a focus on resolution
  

• Business Acumen: Understanding the fundamentals of how an eCommerce business operates and what matters most to customers
  

• Negotiation and Influence: Ability to advocate effectively on behalf of the business and customers when required
  

• Adaptability: Agility and resilience in balancing conflicting demands and shaping the customer experience in a dynamic environment
  

• Professional Communication: Strong written and verbal communication skills with professional presence
  

• Policy & Risk Acumen:
  

• Commitment to improving customer and teammate experiences through coaching and training excellence
  

• Dedication to exceeding the expectations of both internal and external stakeholders
  

• Strong focus on customer resolution and satisfaction
  

• Ability to communicate effectively in both one-on-one and group settings
  

• Works well individually and in teams, open to feedback and continuous improvement
  

• Establishes rapport across job levels, generates creative ideas, and connects them to broader goals
  

• Quick learner who adapts well to new challenges and identifies areas for improvement
  

• Ability to coach and support teams composed of both new hires and experienced teammates across multiple locations
  

• Flexibility to work a primarily Monday–Friday schedule

• Ability to work well remotely

• Fluency in English and Mandarin is required; additional languages are a plus.

Primary Job Responsibilities

This person will be responsible and have the attributes to perform in the following key areas.

Customer Development

• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance.
• Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful.
• Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service team. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• 3 years + operational leadership experience in a customer service environment
• Bachelor degree or above.
• Proficient in both Mandarin and English speaking, reading and writing.
• Rich experience in global and cross-functional organizations
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding customer service goals in a high growth business.
• Excellent communication and influencing skills.
• Phenomenal execution and get things done.
• Process/operational improvement background (Six Sigma/Lean certifications) is desired.

Responsibilities

▪ ​Responding to and dealing with regulatory concerns.

▪ ​Investigative work.

▪ ​Dealing with sensitive topics.

▪ Resolution is policy driven with minimum room for own decisions.

▪ ​Following site policies, most calls involve explaining policies or processes.

Typical Contacts

• Account Taken Over (ATO)

• Selling Limits

• Selling Performance

• Account Suspensions Appeals

• Account Restrictions Appeals

• Listing removal

• Appeals of decisions made
• Account Verification

Position Qualifications

▪ 3+ years of customer support experience required and 1+ years of customer escalation experience and/or dealing with highly sensitive situations preferred.

▪ Ability to work collaboratively and effectively to deliver results in a highly demanding, fast-paced, team environment that requires flexibility and agility.

▪ Ability to demonstrate composure and make sound decisions on available information in high pressure situations and escalated issues in person, on the phone, or via email.

▪ Strong analytical and problem-solving skills with a deep attention to detail and exceptional follow through.

▪ Demonstrate conflict management skills and ability to deliver difficult messages verbally and in written communication.

▪ Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance.

▪ Possess a strong process orientation including the ability to identify trends and opportunities for improvements.

▪ Excellent verbal and written communication in Mandarin and English

Responsibilities

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction.
• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.
• Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows.
• Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour.
• Mentors Teammates to ensure a smooth transition from the learning environment to daily production.
• Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)
• Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates.
• Summarize findings and recommendations and forward to team leader and managers to use in performance assessments.
• Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics.
• Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related. Topics.
• Be an example of effectively promoting and adopting change
• Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

• 3+ years of customer support experience required and 1+ years experience in formal / informal coaching.
• Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese.
• Skilled and passionate about coaching and developing teammate capabilities.
• Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders.
• Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues.
• Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment.
• Be an example of effectively promoting and adopting change.
• Excellent de-escalation skills.
• Highly effective decision making skills.

• Customer Experience Excellence : Champion exceptional customer experiences across internal teams and external partners, ensuring high satisfaction and quality standards.
  

• Performance Leadership : Monitor, analyze, and optimize performance metrics to meet or exceed customer service and partner goals.
  

• Team & Partner Development : Lead, mentor, and coach internal teammates, while also building strong engagement with outsourcing partners to ensure consistent operational standards.
  

• Operational & Business Planning : Anticipate demands, support business planning activities, and implement process improvements to enhance efficiency and scalability.
  

• Change Leadership : Guide teams and partners through change, ensuring smooth adoption of new processes, systems, and policies.
  

• Problem Solving & Innovation : Identify trends, troubleshoot issues, and recommend improvements that drive operational and customer experience excellence.
  

• Relationship Management : Act as the main point of contact for partners on performance and customer experience concerns, maintaining strong collaborative relationships through regular reviews.
  

• Flexibility in Coverage :
  

• Leadership & Motivation : Proven ability to inspire, empower, and develop individuals and teams, fostering a culture of accountability and high performance.
  

• Customer & Partner Focus : Strong passion for customer service, with a successful track record of exceeding operational or partner performance goals.
  

• Analytical Expertise : Skilled in analyzing performance data, identifying trends, and formulating actionable recommendations.
  

• Communication Skills : Excellent verbal and written communication, presentation, and negotiation skills, with the ability to engage effectively across all levels.
  

• Technical Proficiency : Advanced knowledge of relevant systems (including GCPO) and ability to translate metrics into day-to-day team and partner performance.
  

• Change Agility : Ability to adapt quickly, lead through uncertainty, and balance the needs of customers, the business, and partners.
  

• Flexibility & Mobility : Comfortable working non-standard hours when needed and willing to travel internationally to partner sites.
  

• Language Skills :

Responsibilities

▪ ​Responding to and dealing with regulatory concerns.

▪ ​Investigative work.

▪ ​Dealing with sensitive topics.

▪ Resolution is policy driven with minimum room for own decisions.

▪ ​Following site policies, most calls involve explaining policies or processes.

Typical Contacts

• Account Taken Over (ATO)

• Selling Limits

• Selling Performance

• Account Suspensions Appeals

• Account Restrictions Appeals

• Listing removal

• Appeals of decisions made
• Account Verification

Position Qualifications

▪ 3+ years of customer support experience required and 1+ years of customer escalation experience and/or dealing with highly sensitive situations preferred.

▪ Ability to work collaboratively and effectively to deliver results in a highly demanding, fast-paced, team environment that requires flexibility and agility.

▪ Ability to demonstrate composure and make sound decisions on available information in high pressure situations and escalated issues in person, on the phone, or via email.

▪ Strong analytical and problem-solving skills with a deep attention to detail and exceptional follow through.

▪ Demonstrate conflict management skills and ability to deliver difficult messages verbally and in written communication.

▪ Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance.

▪ Possess a strong process orientation including the ability to identify trends and opportunities for improvements.

▪ Excellent verbal and written communication in Mandarin and English