M2M Care Team Mate

Job description

Primary Job Responsibilities

Position Summary –
The CARE team plays a key role in supporting our customers by providing subject matter expertise to in-house teammates driving efficiency, and a ‘Best in Class' customer experience. Outside of North America, the CARE team will also provide real-time subject matter expertise through chat, phone and offline channels to our out-sourced partners.
The Teammate also provides escalation support to customers, acting with the customer in mind and handling queries through to resolution. Tracking queries and providing feedback to key stakeholders is an integral part of this role.
Responsibilities –
• Provide subject matter expertise to help teammates handle difficult queries and resolve customer issues and concerns related to a particular region or line of business
• Handle escalation calls (from both in-house & outsourced teammates) – listen to the customer & effectively handle their query to resolve, reaching out to other teams and departments when needed, & following up with the customer as needed
• Provide feedback and share best practices with key leaders, SME's and where appropriate, out-sourced partners, regarding how to handle escalations
• Be an example and role model of exceptional customer service by working to understand customer needs and acting with the customer in mind
• Keep up to date on eBay changes and act as a champion for change
• Resolve issues and requests related to seller defects
• Provide subject matter expertise to the broader business by providing feedback, insight & customer perspective regarding policies, KB content, processes, emerging issues, customer contact trends, and barriers to member satisfaction

Job Requirements

Regional/LOB Specific Responsibilities as required –

·  Work with process specialists to drive performance by providing insights into customer metrics, volume drivers and product knowledge
·  Build and maintain relationships with internal teams (Learning, Live to Site, eWatch etc.) to ensure that the partners have the most up to date information regarding site changes or technical issues
·  Act as a point of contact between internal teams and the partners to enable effective communication and cooperation
·  Pull weekly and monthly reports to identify trends, learning gaps and possible process improvements. Report back to Coaches, TL's and Learning team

Position Qualifications –

·  A minimum of 2 years of customer service experience within eBay (strong experience working with outsourced partners critical in some regions & LOB's), a passion for Customer Service, a drive to understand our customers' needs, and expert knowledge of eBay products, tools and processes
·  Strong analytical and problem solving skills. Ability to troubleshoot a wide variety of problems including identification of potential technical issues on the site.
·  Ability to triage and prioritize tasks effectively and make decisions based on the information available. Ability to set priorities according to operational needs, multi task and work under pressure in a busy environment
·  Flexible and creative - look for practical solutions and adjust quickly to different people and situations. Willingness to seek alternative answers or solutions when an obvious solution is not available.
·  Excellent verbal and written English communication skills with native-level verbal and written skills in the main supported language where applicable
·  Research and investigate information quickly, view information from alternative perspectives. Analyze and categorize information that may not easily be interpreted at a glance.
·  Ability to absorb and summarize large amounts of information effectively and effectively escalate issues in a timely manner when necessary, providing an appropriate level of detailed information and follow through to resolution.
·  Conflict management skills and ability to deliver difficult messages both verbally and in writing and also help others deliver a difficult message by providing talking points and alternate explanations.
·  Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint

Job Title

Customer Solutions Agent 3

Removal Date

04-Jun-2016