דרושים Ih-gcx Team Mate ב-איביי ב-India, Mumbai

Responsibilities

• Handle day to day reactive issues with customers email and chat channel.

• Outreach could be phone.

• Complete assigned tasks and responsibilities in a timely and efficient manner

• Collaborate with other team members to achieve business goals and contribute to initiatives to help improve team performance and processes.

• Meet and exceed the turnaround time and quality of delivery as per the specified target, have an eye for details.

• Work as per defined processes and SLA – outlook issue process.

• 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 future and help them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or standard processes

• Interact with internal partners, advisors, policy makers 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 Account Manager and key stakeholder. • Share learning with team in daily huddles for exciting/unique issue/query 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.

• Handing escalation and complicated cases.

• Identify process gaps and share insights/process improvement which is helpful for seller/buyer.

• Conducting investigation to determine whether conflicts are escalating or if new conflicts are developing.

• Training employees basis past escalation samples and finding root cause of the outliers

• High accountability to own customer issue and provide solution in 24 hrs

• Reviewing and identifying facts on complaints, determine appropriate solution and deliver response to customer

• Track complaints and makes recommendations to management designed to reduce the number of complaints.

• Creating weekly reports and share case study

Qualification & Skills required:

• Graduation is Mandatory

• Demonstrate strong probing and problem-solving skills.

• Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly.

• Expert knowledge of MS Office especially PPT and Excel.

• Data interpretation and Quality insight understanding is an added advantage to succeed in this role.

• Ability to work well in a team environment

• Excellent time management, strong communication and interpersonal skills.

• Self-starter with a positive attitude.

• Ability to always remain professional.

• High on accountability to provide E2E solution to customer.

• 7+ years of experience in customer service/ecommerce/handling email or chat services.

• Experience in handling customer complaints is a must

• Quick learning ability to learn process/policy/product and become an SME

• Great collaboration skill to work with many team with eBay to find solution for customers

You will:

• Drive eBay’s Cultural and operational values and ensure teammates demonstrate these in every interaction, build and maintain strong, trust based relationships with partners at all levels

Coaching: Apply eBay’s coaching model to:

• Drive performance improvements for your team by partnering with your team leader to identify focus areas and coaching plans
• Prepare and conduct effective monthly action planning sessions, co-create strong SMART action plans with each teammate
• Prepare and conduct effective real time and scheduled coaching sessions to check in on progress and course correct where needed
• Convey behavioural opportunities to teammates in a way that is confident, easy to understand and motivates them to want to succeed
• Listen carefully to your team and work with them to clearly define expectations from coaching conversations and action plans
• Review your team’s action plans to ensure they are aligned with operational direction and identify actions that drive the right outcomes, and learn from these successes to demonstrate findings in each coaching interaction.
• Influence and inspire your team and colleagues towards a common goal to drive operational improvements for your LOB
• Drive eBay’s core values and be advocate for GCX mission and culture

Quality Reviews

• Complete the required number of monthly quality evaluations to identify the root cause of QA behavioural opportunities and prepare for effective coaching sessions
• Review Scorecard, VOC, NICE recordings, quality evaluations and other relevant data sources to capture connected insights on individual teammates’ strengths and opportunities
• Attend and engage in quality calibrations for your Line of Business (LOB)

Customer-facing work:

• Retain subject matter expertise in your LOB and remain a credible resource for your teammates and your organization. This will be accomplished through:
• Taking escalations
• Allowing teammates to observe you interacting with eBay customers by taking contacts
• Engaging in queue work to help your teammates serve our customers during high-peak times as requested
• Serving as a role model and a change champion for your team
• Attending trainings to keep up to date with knowledge and upcoming changes in tools, product, policy and other related topics
• Participating & sharing insights in regular business reviews (i.e. WBRs, MBRs) • Completing assigned administrative tasks (i.e. credits, claims approvals, roster, managing pulse). Reviewing daily stats with TM in huddle. Calibration with TM to discuss SR in huddle.
• Proven record of successful coaching to performance in one LOB
• Able to analyze data and identify behavioral root causes and coach individual teammates to behaviors
• Able to help individual teammates create strong Data Driven Action Plans with little to no guidance
• Knows when to engage TL on individual cases, decisions that affect the team and direction focus
• Comfortable in dealing with change and confident communicating with team leaders as well as teammates
• Proven record of successful coaching to performance across multiple LOBs
• Able to analyze data and identify behavioral trends for complex coaching opportunities (individual and teams)
• Able to implement coaching strategies addressing team’s performance.
• Able to train, mentor outliers
• Knows how to engage with the Coaching Program to assist with coaching best practices and other relevant insights feeding into coaching strategy
• Able to ensure Coach readiness and drive coach engagement for their LOB
• Comfortable in dealing with complex changes and confident communicating with a senior audience (i.e. during key business reviews - WBRs, MBRs, etc.). Focused approach to drive performance with TM. Come with innovative methods to drive TM performance as per their learning curve. Open to support business need and participate to role provided to this individual as per business requirement. Open to work from office (All day) as per business need. Participates in seller meet to share knowledge to improve their business @ eBay when GCX needs to participate. Conducting webinars for sellers as part of GCX team.

Tools

• Expert knowledge of Microsoft Office programs such as Outlook, Excel, Word, PPT
• NICE
• Unify coaching tool knowledge is added advantage.

Behaviour:

• Go getter attitude.
• Honest and open to feedback.
• Energetic and enthusiastic to drive performance in new team.
• Able to bring analytical insights to drive performance.
• High on integrity to drive eBay culture among Team Mates.
• Transparent & effective communication.

Requirements & Qualifications:

• A consistent performer with an excellent performance record, maintained over time.
• Seen as a role model for others.
• Skilled and passionate about coaching and developing teammate capabilities
• Analytically minded, an able troubleshooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders
• Able to work in a fast-paced, multicultural, global organization and to build strong trust-based relationships with colleagues
• Competent in the ability to deliver high levels of performance and service excellence while handling high volume workload in a collaborative team environment
• Be an example of how to effectively promote and adopt change
• Proficient in observable departmental learning needs to the Learning Team (policy / process / tools)
• Capable of demonstrating excellent de escalation skills
• Able to give effective performance feedback and coaching to others to drive performance outcomes.
• Fluent in English, other languages an advantage, please note that languages may be required for specific roles/LOBs
• College degree preferred or equivalent experience /3rd Level qualifications
• You must have 2-3 years of experience managing team performance and/or conducted performance evaluations as part of your regular work) either as a Coach or Team Leader in your current role
• Happy to work from our Mumbai office where requested by the company and understand it will be expected to make occasional visits each quarter to the Mumbai office where needed. (Although the role is mostly work from home we do require this person to be in the Mumbai office at least a few times per quarter).
• You must bring an operations background whether that be from a Customer service Team Lead in Customer Support Centers or having conducted evaluations as a Quality Analyst or Manager but with an operations background.