[Remote] GCPO APAC Teammate at eBay

Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

3+ years of customer support experience required and 1+ years of customer escalation experience and/or dealing with highly sensitive situations preferred
Ability to work collaboratively and effectively to deliver results in a highly demanding, fast-paced, team environment that requires flexibility and agility
Ability to demonstrate composure and make sound decisions on available information in high pressure situations and escalated issues in person, on the phone, or via email
Strong analytical and problem-solving skills with a deep attention to detail and exceptional follow through
Ability to demonstrate a high degree of professionalism and comfort with all levels of employees in the organization, customers, and external agencies
Demonstrate conflict management skills and ability to deliver difficult messages verbally and in written communication
Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance
Possess a strong process orientation including the ability to identify trends and opportunities for improvements
Excellent verbal and written communication in Mandarin and English

Responsibilities

Responsible for resolving customer escalations across all lines of GCPO business. Contacts include phone calls, hard copy and email communications
Responding to and dealing with regulatory concerns
Investigative work
Dealing with sensitive topics
Resolution is policy driven with minimum room for own decisions
Following site policies, most calls involve explaining policies or processes
Assist team leader on team’s work including lead new/existing projects/program, process design/optimize, cross function communication, staffing and other duties assigned by team leader
Handling typical contacts: Account Taken Over (ATO), Selling Limits, Selling Performance, Account Suspensions, Appeals, Account Restrictions Appeals, Listing removal, Appeals of decisions made, Account Verification

Skills

Key technologies and capabilities for this role

Escalation ResolutionPolicy EnforcementRisk AssessmentCustomer AdvocacyInvestigationRegulatory ComplianceCommunication

Questions & Answers

Common questions about this position

What experience is required for the GCPO APAC Teammate position?

The role requires 3+ years of customer support experience, with 1+ years of customer escalation experience or dealing with highly sensitive situations preferred.

What key skills are needed for this role?

Candidates need strong analytical and problem-solving skills with attention to detail, ability to work collaboratively in a fast-paced team environment, and composure to make sound decisions under high pressure.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What makes a strong candidate for this eBay GCPO role?

Strong candidates have customer support and escalation experience, excel in high-pressure situations with composure and analytical skills, and can balance customer advocacy with policy enforcement and business impacts.

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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