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GCX Escalations Teammate

4 months 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, 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/chat and email, working with the relevant key partners (e.g. Business Unit, 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 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 – 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 – 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.

· 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

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