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
