Customer Experience Teammate - Risk Team

Job description

Looking for a company that inspires passion, courage and imagination, where you can be part of 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 creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

The Risk Team is required to handle inbound phone queries. They will be expected to deliver a high level of customer service to our customers who contact us to query restrictions limits on their account and promoting a high standard of seller’s performance and behaviours.

Overall Purpose of Role

·  Apply problem solving and good judgment when making decisions to remove/add restrictions to member’s accounts.
·  Review accounts in an effort to verify activity and mitigate loss
·  Analyse account history and trends to take appropriate action on accounts
·  Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customers.
·  Analyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on eBay
·  Business acumen – ability to assess seller’s business model & set-up in order to tailor solutions & help seller align their business model to eBay’s.   
·  Understanding of the importance of customer service to businesses in terms of buyer loyalty & how customer-centricity can drive sales
·  Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind.
·  Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
·  Establish trust and relationships between eBay and the community.
·  Achieve Quality, Satisfaction & Metric driven Targets as set out by Team Leader.
·  Establish relationships and closely coordinate with your team, team leader, manager and various departments to completely resolve inquiries.
·  Perform related duties as assigned

Requirements:

·  A proven ability to deal with challenging customers and situations
·  Must be a proven performer in achieving metrics.
·  Excellent communication & negotiation skills – understand communication styles to effectively manage & lead conversations, handle conflict & influence outcomes.
·  An excellent communicator with the ability to build and maintain strong working relationships.
·  Ability to work in a phone based customer focused, target-driven environment.
·  Proven problem-solving skills and experience in delivering practical solutions.
·  A high degree of flexibility, team spirit and independence.
·  Technical skills: familiar with working on the Internet with a working knowledge of Microsoft Office programs such as Outlook, Excel and Word.
·  Flexibility on shifts is required in line with business demands.
·  General understanding of eBay- it is an advantage if you are a buyer or seller on eBay
·  Ability to make discretionary decisions based on research.
·  Available to work evening and weekend shifts if required
·  Ability to develop and maintain professional working relationships with co-workers and peers.

What we offer?

·  Be a part of a team that helps to shape the shopping experience of the future
·  A supportive environment that allows our employees to thrive and learn
·  European Headquarters based in Blanchardstown, Dublin 15, only 15 minutes from the thriving Dublin City – a subsidised bus service is provided
·  Our benefits ensure you are well taken care of with quality health and wellness programs including free site gym!
·  An opportunity to be a part of a community that has been consistently voted one of the Best Workplaces in Ireland and Europe

eBay Benefits!

·  25 Days Holidays
·  Healthcare Plan
·  Life Assurance
·  Pension Plan
·  Educational Assistance
·  Free Gym
·  Subsidised Canteen
·  Employee Discounts

 is a Subsidiary of eBay.

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.