Customer Service Executive

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Commercial Teammate (MSO Reactive) supports large merchants, high value/potential and/or new sellers with their day to day operational issues by phone and email, working with the relevant key partners (e.g. BU, Trust team) closely to help sellers' maintain their standards and healthy selling practices.

Providing a timely resolution as well as maintaining a positive relationship with the account management group. This teammate will be the primary point of contact for AM's and proactively connect with sellers either via phone or emails to help resolve their issues.

Responsibilities
• Handle day to day reactive issues with merchants via inbound and outbound phone and email
• Work as per defined processes and SLA – outlook issue process
• Handle all hotline volume within the define SL. Lead the same in terms timely login & staffing during break time.
• 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 AM's
• 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
• Perform related duties as assigned
• Conduct Outreach activities (outbound phone and/or email) including but not limited to – Outreach to customers with product/policy information/education/rollout– Outreach to customers to drive sustainable business growth for high quality sellers and help to maintain a healthy top seller community. E.g. coach customers in regard to policies that may impede progress on their account or result in selling restriction, support to correct listing that are in violation, share best practices to avoid violations etc.
• Training/OJT Lead: Provide training and mentoring new hires or low performers.
• Training/OJT Lead: Provide policy/product/process update with team
• Handle escalated complicated cases

Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important