Ebay GCX Commercial Teammate 

India, Uttarakhand, Dehradun 

283298148

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