דרושים Gcpo Apac Teammate ב-איביי ב-מלזיה

• 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.

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

• 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

Responsibilities

‒ General question and/or troubleshooting on our tools, policies, programmes and campaigns

‒ Buyer rules & policies (e.g. buyer risk management, bad buyer experiences)

‒ Seller rules & policies (e.g. high risk accounts, fraud, and appeals)

Added responsibilities:

▪ Training/OJT Lead: Provide training and mentoring new hires or low performers.

▪ Handle escalated complicated cases

▪ Excellent verbal and written communication skills

▪ Conflict management skills and ability to deliver difficult messages verbally

▪ Strong problem solving skills

▪ 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

▪ Resilient, ability to work / multi-task under high stress and fast paced environment

▪ Navigate the internet effectively

▪ Proficient in Microsoft Office