Ebay MSO Proactive GC Commercial Teammate 

China, Shanghai 

688952603

Responsibilities

• Provide proactive review, education and onsite support to top sellers to improve account performance and reduce risk and contacts
• Conduct regular health check on seller’s accounts and maintain high account standard.
• Understand seller’s business model, analyse and find operation opportunity, and provide customized solutions to resolve issues
• Conduct onsite workshops/webinars to update ebay process, policies and standard methodology to sellers
• Work with sellers and account managers closely to align on business needs, collect and analyze customers’ feedback
• Interact with internal partners proactively to seek for best solutions
• Find process opportunities and provide feedbacks to related teams
• Prepare and participate in weekly / monthly review on sellers performance and provide ideas to improve performance (e.g. reduce defects) with management team and partners
• Responsible for understanding and possibly solving in Buy, Sell, E2M, M2M
• Engage in a positive customer interactions creating experiences that drive loyalty and engagement by reducing customer effort
• Operate in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat
• Establish a trusting relationship between eBay and the customer while maintain a high level of detail and accuracy
• Be empathetic to customer concerns and display a sincere desire to serve with ownership through to resolution
• At times, use negotiation and influence to advocate on behalf of eBay and/or the customer
• Training/OJT Lead: Provide training and mentoring new hires or low performers.
• Training/OJT Lead: Provide policy/product/process update with team
• 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

• At least 3+ years of customer service experience, preferably in a call center, internet, online shopping, or financial field
• Account management experience recommended
• Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like
• Confidence in dealing with account managers and leads from merchant development at all levels
• Excellent verbal, written and interpersonal communications skills
• Fluent English and local language when required to interact with sellers in their local language (written and spoken)
• Ability to speak to sellers with a high degree of commercial awareness and professionalism, often coaching and educating and sometimes providing feedback that may not be received well, skilled in handling objections
• Ability to communicate strongly with internal partners, always emphasizing the point of urgency for sellers
• Ability to represent eBay, speak and present well in large or small group settings
• Conflict management skills and ability to deliver difficult messages verbally
• Strong analytical and problem solving skills with a deep attention to detail and exceptional follow-through
• 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
• Strong teammate who thrives working in team environment

• Typically supports our most valuable customers
• Requires specialized skills and expertise within own service area or across multiple service areas
• Handles customer calls/inquiries/ referrals that are complex, require extensive research and variation from procedures
• Works autonomously within established procedures and practices
• Anticipates patterns and links; looks beyond the immediate problem to the wider implications

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