Customer Service Representative

Job description

Primary Job Responsibilities

Partner with eBay customers to help them navigate successfully through the process of selling items on the site from start to finish. Focus on details and creating experiences customers love so that eBay becomes their online shopping destination of choice. • Evaluate a member's account and situation to provide accurate information to their specific problem or concern. Reliably follow up with customers on issues that were not able to be resolved during a single contact. Be empathetic to customer concerns and display a sincere desire to serve. • Teammates operate in a fast-paced multi-channel environment including inbound and outbound phone calls. • All teammates in Selling will be asked to partner with eBay customers to help them navigate successfully challenges in completing sales and create loyalty in doing so. You will be assisting low tech customers in troubleshooting and billing invoice questions. Additional areas of support would include: listing items, selling items, registering an eBay account, basic eBay account information, My eBay, mobile apps, PayPal account linkage, forgotten user ID or password, site features, navigate and troubleshoot listing tools, listing policies, seller promotions, buyer requirements, shipping details, seller protection, credits, seller limits, business development, image troubleshooting, invoices, removed items, and returns.

Job Requirements

·  In this role you will use expert conflict management and communication skills to de-escalate calls while delivering difficult messages to customers in a way that creates a positive customer experience. Areas of support include customer disputes, claims, and appeals. You will provide top notch customer service in a fast-paced environment including inbound and outbound phone calls. You will establish trust and relationships between eBay and the community while maintaining a high level of detail and accuracy. You will be expected to operate in a predominately live contact environment, responding to a variety of incoming customer calls. They will be expected to utilize unparalleled problem solving and conflict resolution skills in their day-to-day tasks. Performance metrics include average handle time, after call work, quality, adherence, as well as customer satisfaction. Support issues could include answering questions about eBay site functionality and policies, helping to troubleshoot and facilitate issue resolution.
·  • MUST HAVE: Conflict management skills and the ability to deliver difficult messages verbally
• • Excellent verbal communications skills including listening, probing and negotiating with customers

• The ability to deal with difficult customer scenarios in a manner that creates a positive customer experience

• Assist customers in navigating complex site and policy issues

• Efficient and accurate resolution of issues and questions regarding customers' accounts. Reliably follow-up with customers on issues. Be empathetic to customer concerns and display a sincere desire to serve

• Ability to understand and navigate company systems within multiple screens in a fast paced environment while seated for extended periods of time

• Ability to work independently while making sound business decisions with a well-developed sense of urgency and follow through from call handle time to after call follow up

• Must be able to work under time constraints with fluctuating work volumes and scheduling requirements to meet the needs of the business, while also meeting/exceeding customer expectations.

• Time management and adherence to schedules.

Education

Diploma or Equivalent

Job Title

Customer Solutions Agent 2

Removal Date

21-Apr-2017