[Remote] Coach, GC MSO team at eBay

Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, Customer ServiceIndustries

Requirements

3+ years of customer support experience required and 1+ years experience in formal / informal coaching
Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese
Skilled and passionate about coaching and developing teammate capabilities
Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders
Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues
Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment
Be an example of effectively promoting and adopting change
Excellent de-escalation skills
Highly effective decision making skills

Responsibilities

Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction
Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics
Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows
Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour
Mentors Teammates to ensure a smooth transition from the learning environment to daily production
Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)
Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates
Summarize findings and recommendations and forward to team leader and managers to use in performance assessments
Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics
Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related topics
Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Skills

coaching

performance improvement

real-time coaching

customer interactions

de-escalation

mentoring

product knowledge

policy knowledge

productivity metrics

customer satisfaction

action plan

QA collaboration

feedback documentation

cultural values

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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