UK E2M Care Teammate

Job description

Primary Job Responsibilities

Responsibilities

• Provide SME to support teammates in handling a difficult query via phone/chat/email
• Handle escalation calls, delivering a difficult message
• Provide support across all customer segments
• Provide best in class customer service to team mates and members
• Provide feedback on emerging issues, including identification of trends & possible solutions
• Identify & roll out solutions through Root Cause Analysis data collected.
• Continually display initiative to take on additional responsibilities towards professional growth
• Provide detailed feedback to coaches / team leaders on escalations so that they can follow up with teammates to support
• Track queries/escalations & provide feedback to LOB team, learning, CSKB and coaching teams
• Model excellence in understanding, execution & engagement.
• Be a leader through change with positive intent, attitude and a deep understanding of how and why
• Independently use all channels to stay informed with regards to department specific knowledge
• Deliver core metrics including, but not limited to customer metrics, productivity and effectiveness.
• Ability to facilitate and drive learning sessions for individuals and group
• Proactive demonstration of initiative and problem solving
• Deliver Huddles to teams based
• Identify & implement Process improvements
• Deliver changes to Policies & CSKB

Job Requirements

Requirements

·  Experience of delivering huddles based on data collected within the team
·  An ability to learn quickly, be flexible & an openness to change
·  A deep understanding of the E2M department.
·  A passion for Customer Service
·  You have strong analytical & problem solving skills
·  You develop effective working relationships with peers and superiors
·  You are communicative and have an ability to express yourself professionally both verbally and in writing
·  You learn new information quickly & listen carefully to input
·  You know & live the eBay Values & Behaviours & have a positive attitude to work
·  18 month's experience in Customer Service to include at least 6 months in E2M

Job Title

Customer Solutions Agent 3

Removal Date

16-Nov-2016