GCX Escalations Teammate

Found in: beBee S IN - 1 month ago

Mumbai, India eBay Full time

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 youâre interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay â 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/chat and email, working with the relevant key partners (e.g. Business Unit, Trust team) closely to help sellersâ 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 AMâs and proactively connect with sellers either via phone or emails to help resolve their issues.

 

Responsibilities

·        Handle day to day reactive issues with customers email and chat channel.

·        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 â 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.

·        Conduct Outreach activities (outbound phone and/or email) including but not limited to â Outreach to customers with product/policy information/education/rolloutâ 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.

·        Handing escalation and complicated cases.

·        Identify process gaps and share insights/process improvement which is helpful for seller/buyer.

·        Research information using available resources to satisfy customer inquiries. Ensure high resolution %, self and be advocate within the team to meet business goals.

·        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

·        Creating presentation for MBR/QBR and share insights on escalations

·        Able to handle internal stakeholders queries/escalation on priority within 24 hrs

 

 

 

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 within eBay to find solution for customers

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

 

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.

  • Gcx Escalations Teammate

    1 week ago

    Mumbai, Maharashtra, India eBay Full time

    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,...

  • GCX Commercial Teammate

    Found in: beBee S IN - 4 weeks ago

    Mumbai, India eBay Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our...

  • GCX Commercial Teammate

    Found in: beBee S IN - 4 weeks ago

    Mumbai, India eBay Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our...

  • Gcx Commercial Teammate

    1 week ago

    Mumbai, Maharashtra, India eBay Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass,...

  • Gcx Risk Ops Agent

    1 week ago

    Mumbai, Maharashtra, India eBay Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass,...

  • Ih-gcx Team Mate

    1 week ago

    Mumbai, Maharashtra, India eBay Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass,...

  • Associate-customer Service Assurance

    1 week ago

    Navi Mumbai, India Global Cloud Xchange Full time

    Department - Customer Service Assurance - Job posted on - Aug 08, 2023 - Employment type - Regular **Group Company**: GCX India Services Ltd. **Designation**: Associate-Customer Service Assurance (RI01_GLONETOPE&ENG_GLONETOPE_CUSSERASS_ASSCUSSERASS) **Office Location**: Navi Mumbai (Office) **Position description**: **Primary Responsibilities**: - Act...

  • DGM - Operations - RCM - US Healthcare (10-13 yrs)

    Found in: beBee jobs IN - 2 weeks ago

    Mumbai, Maharashtra, India iimjobs Full time

    DGM - Operations - RCMJob Title: DGMJob Category: PermanentDepartment/Group: DentalShift- NightFunction-DentalJob DescriptionRole and Responsibilities:- Manages, plans, and evaluates the staff and initiatives of the Revenue Cycle. Participates in the ongoing process to identify opportunities to refine workflow to meet business objectives in order to improve...

  • DGM - Operations - RCM - US Healthcare (10-13 yrs)

    Found in: beBee jobs IN - 1 week ago

    Mumbai, Maharashtra, India iimjobs Full time

    DGM - Operations - RCMJob Title:DGMJob Category: PermanentDepartment/Group: DentalShift- NightFunction-DentalJob DescriptionRole and Responsibilities: Manages, plans, and evaluates the staff and initiatives of the Revenue Cycle. Participates in the ongoing process to identify opportunities to refine workflow to meet business objectives in order to improve...

  • Specialist, Business Audit

    Found in: Talent IN C2 - 2 weeks ago

    Mumbai, India DBS Bank Full time

    Business Function Group Audit helps the Board and Executive Management meet the strategic and operational objectives of the DBS Group. We conduct independent checks to ensure that the Group’s risk and control processes are adequate and effective. All our team members are highly sought-after professionals who work as trusted advisors to our clients,...

  • Specialist, Business Audit

    Found in: Whatjobs IN C2 - 1 week ago

    mumbai, India DBS Bank Full time

    Business Function Group Audit helps the Board and Executive Management meet the strategic and operational objectives of the DBS Group. We conduct independent checks to ensure that the Group’s risk and control processes are adequate and effective. All our team members are highly sought-after professionals who work as trusted advisors to our...

  • Tata AIA Life Insurance

    Found in: beBee S IN - 3 weeks ago

    Mumbai, India iimjobs Full time

    Manager/Senior Manager - Internal Audit - Organizational processes- Key contribution- Audit Planning- Build / review the permanent file for the audit- Draft audit planning memo and engagement letter- Review and discuss the Risk Assessment Matrix with the HOD and get it validated from the auditee- Plan audit testing strategy and estimate the time for...

  • Tata AIA Life Insurance

    Found in: beBee jobs IN - 3 weeks ago

    Mumbai, Maharashtra, India iimjobs Full time

    Manager/Senior Manager - Internal Audit - Organizational processes- Key contribution- Audit Planning- Build / review the permanent file for the audit- Draft audit planning memo and engagement letter- Review and discuss the Risk Assessment Matrix with the HOD and get it validated from the auditee- Plan audit testing strategy and estimate the time for...

  • Tata AIA Life Insurance

    Found in: Talent IN 2A C2 - 2 weeks ago

    Mumbai, India Tata AIA Life Insurance Co Ltd Full time

    Manager/Senior Manager - Internal Audit - Organizational processes- Key contribution- Audit Planning- Build / review the permanent file for the audit- Draft audit planning memo and engagement letter- Review and discuss the Risk Assessment Matrix with the HOD and get it validated from the auditee- Plan audit testing strategy and estimate the time for...

  • Customer Success Associate

    Found in: Talent IN C2 - 1 week ago

    Mumbai, India dLocal Full time

    Why you should join dLocal? dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads...

  • Quality Analyst

    Found in: Whatjobs IN C2 - 1 week ago

    Navi Mumbai, India TaskUs Full time

    About TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media,...

  • Product Support Specialist

    Found in: Whatjobs IN C2 - 1 week ago

    mumbai, India CimpressVista Full time

    Role, location, and experienceJob Role: Tier 1 Support SpecialistJob Location: IndiaExperience: 1 to 4 yearsResponsibilities:1. Monitor incoming support request channels, including chat, email, and ticketing systems.2. Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.3. To ensure...

  • Product Support Specialist

    Found in: Talent IN C2 - 1 week ago

    Mumbai, India CimpressVista Full time

    Role, location, and experienceJob Role: Tier 1 Support SpecialistJob Location: IndiaExperience: 1 to 4 yearsResponsibilities:1. Monitor incoming support request channels, including chat, email, and ticketing systems.2. Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.3. To ensure...

  • Product Support Specialist

    Found in: Whatjobs IN C2 - 6 days ago

    Mumbai, India Cimpress Full time

    Product Support SpecialistDate: Apr 23, 2024 Location:Mumbai, MH, IN, 400033#job-location.job-location-inline { display: inline; } Company: Cimpress TechnologyRole, location, and experienceJob Role: Tier 1 Support SpecialistJob Location: IndiaExperience: 1 to 4 yearsResponsibilities:1. Monitor incoming support request channels, including chat, email, and...

  • Quality Analyst

    Found in: Talent IN C2 - 2 weeks ago

    Navi Mumbai, India TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...