Jobs 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.

商业队友（MSO Reactive）通过电话、电子邮件和/或聊天，为大中华区大型商家、高价值/潜在卖家提供日常运营问题的支持
与相关的关键利益相关者（如BU， Trust团队）紧密合作，帮助卖家的业务增长，提供及时的解决方案。
与客户管理团队保持良好的合作关系。

本科及以上学历。
2-3年客户服务、电子商务或相关工作经验
流利的普通话和英语，如有需要，用当地语言（书面和口头）与卖家交流
能够阅读广东话，当需要审查易趣香港网页。
优秀的口头、书面及人际沟通能力
熟练使用办公工具
有很强的团队合作精神，能在团队环境中工作

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

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

You will:

• Conduct in depth case reviews to promote safe trading on the site.
• Use filters, member reports and account reviews to make informed decisions on each case.
• Identify and document trends then provide feedback to your leadership and Risk/Trust.
• Provide feedback on filter performance to relevant developer teams.
• Handle escalations and provide summaries per request of leadership.
• Respond to appeals or manage customer inquiries through email channels.
• Conduct outbound phone calls or otherwise reach out to the customer as part of your case review.
• Consult with customers and other lines of business to help customers succeed on the platform.
• Present case decisions including end to end customer experiences to leadership.
• Review documents to better understand business models and overall business relation impact to eBay.

You are:

• Responsible to manage your time so work is completed efficiently and actively driving impact to process and tools.
• Able to gather data using internal and external tools then interpret to assess risk.
• Able to adjust schedule hours to business needs.
• Business minded. You can see trends, opportunities and can multi-task.
• Excellent verbal and written communication in Mandarin and English.
• Great at problem solving.
• Professional - in your engagement with customers, co-workers and Business Units.
• Assigned to projects and initiatives as they arise.
• Able to make discretionary decisions based on research and established guidelines. You know when to make the call yourself or bring others into your decision making.
• Comfortable working escalations based on your knowledge and proficiency.
• Dependable – you have an established sense of urgency and follow through.
• Adaptable and work under general supervision with the ability to stay self-motivated.
• Comfortable working directly with management and leaders inside and outside of Global Customer Experience (GCX).

Requirements and Additional Info:

• Must have excellent verbal and written communication skills, including reviewing business documents, in Mandarin and English.
• Opportunities to promote to GCX Risk Senior Investigator, grade 19.
• Day Shift with negotiable start times

You will:

• Conduct in depth case reviews to promote safe trading on the site.
• Use filters, member reports and account reviews to make informed decisions on each case.
• Identify and document trends then provide feedback to your leadership and Risk/Trust.
• Provide feedback on filter performance to relevant developer teams.
• Handle escalations and provide summaries per request of leadership.
• Respond to appeals or manage customer inquiries through email channels.
• Conduct outbound phone calls or otherwise reach out to the customer as part of your case review.
• Consult with customers and other lines of business to help customers succeed on the platform.
• Present case decisions including end to end customer experiences to leadership.
• Review documents to better understand business models and overall business relation impact to eBay.

You are:

• Responsible to manage your time so work is completed efficiently and actively driving impact to process and tools.
• Able to gather data using internal and external tools then interpret to assess risk.
• Able to adjust schedule hours to business needs.
• Business minded. You can see trends, opportunities and can multi-task.
• Excellent verbal and written communication in Japanese and English.
• Great at problem solving.
• Professional - in your engagement with customers, co-workers and Business Units.
• Assigned to projects and initiatives as they arise.
• Able to make discretionary decisions based on research and established guidelines. You know when to make the call yourself or bring others into your decision making.
• Comfortable working escalations based on your knowledge and proficiency.
• Dependable – you have an established sense of urgency and follow through.
• Adaptable and work under general supervision with the ability to stay self-motivated.
• Comfortable working directly with management and leaders inside and outside of Global Customer Experience (GCX).

Requirements and Additional Info:

• Must have excellent verbal and written communication skills, including reviewing business documents, in Japanese and English.
• Opportunities to promote to GCX Risk Senior Investigator, grade 19.
• Day Shift with negotiable start times