GCPO APAC Teammate

Malaysia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

Candidates must have over 3 years of customer support experience and over 1 year of customer escalation experience or experience dealing with highly sensitive situations. The role requires strong analytical and problem-solving skills, attention to detail, and the ability to work collaboratively in a fast-paced, demanding team environment. Professionalism and comfort interacting with all levels of employees, customers, and external agencies are essential. Candidates must also possess conflict management skills, the ability to deliver difficult messages, and excellent verbal and written communication skills in both Mandarin and English. The ability to research and investigate information quickly, view information from alternative perspectives, and categorize information is also required, along with a strong process orientation to identify trends and improvement opportunities.

Responsibilities

The GCPO APAC Teammate is responsible for resolving customer escalations across all GCPO business lines through investigation and evaluation of appeals based on customer facts and eBay policies. This includes making account status and appeal decisions, communicating with customers, and representing the eBay organization. The role involves responding to and dealing with regulatory concerns, conducting investigative work, and handling sensitive topics. Responsibilities also include explaining site policies and processes, assisting the team leader with projects, program management, process design and optimization, cross-functional communication, and other assigned duties.

Skills

Customer Escalations

Policy Enforcement

Site Security

Risk Assessment

Investigation

Communication

Customer Advocacy

Regulatory Concerns

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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