Ebay Coach GC MSO team 

Malaysia, Sarawak 

565853464

Responsibilities

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction.
• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.
• Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows.
• Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour.
• Mentors Teammates to ensure a smooth transition from the learning environment to daily production.
• Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)
• Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates.
• Summarize findings and recommendations and forward to team leader and managers to use in performance assessments.
• Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics.
• Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related. Topics.
• Be an example of effectively promoting and adopting change
• Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

• 3+ years of customer support experience required and 1+ years experience in formal / informal coaching.
• Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese.
• Skilled and passionate about coaching and developing teammate capabilities.
• Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders.
• Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues.
• Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment.
• Be an example of effectively promoting and adopting change.
• Excellent de-escalation skills.
• Highly effective decision making skills.