GCX Commercial Teammate 1

Position Overview

• Location Type:
• Job Type: Full time
• Salary:

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet. Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

The Commercial Teammate (MSO Reactive) supports large merchants, high value/potential and/or new sellers with their day-to-day operational issues via phone, chat, and email. This role involves close collaboration with relevant key partners (e.g., Business Unit, Trust team) to help sellers maintain their standards and healthy selling practices, providing timely resolutions and maintaining positive relationships with the account management group. This teammate will be the primary point of contact for Account Managers (AMs) and will proactively connect with sellers via phone or email to help resolve their issues.

Responsibilities

• Handle day-to-day reactive issues with customers via email and chat channels.
• Outreach may be conducted via phone.
• Complete assigned tasks and responsibilities in a timely and efficient manner.
• Collaborate with other team members to achieve business goals and contribute to initiatives to improve team performance and processes.
• Meet and exceed turnaround time and quality of delivery as per specified targets, with an eye for detail.
• Work according to defined processes and Service Level Agreements (SLAs), including the outlook issue process.
• Act as a trusted advisor to sellers and account managers on defect review/removal, eMBG case review/auctioning, technical issues, product issues, and standards and policy-related issues that can hamper sales growth.
• Resolve issues for merchants facing any eBay-specific impediments to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, standards and policy-related issues).
• Coach merchants so that issues and policies do not impede their business in the future and help them develop a proactive approach to avoidance (as opposed to resolution after the fact). This includes encouraging the adoption of eBay tools and/or standard processes.
• Interact with internal partners, advisors, policy makers, and technical teams to assist with speedy resolution.
• Establish a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy.
• Share timely findings with the Account Manager and key stakeholders.
• Share learnings with the team in daily huddles for exciting/unique issues/queries worked.
• Be empathetic to customer concerns and display a candid desire to serve with ownership through to resolution.
• At times, use negotiation and influence to advocate on behalf of eBay and/or the customer.
• Summarize and provide customer feedback to management.
• Conduct outreach activities (outbound phone and/or email), including but not limited to:
  • Outreach to customers with product/policy information/education/rollout.
  • Outreach to customers to drive sustainable business growth for high-quality sellers and help maintain a healthy top seller community. Examples include coaching customers regarding policies that may impede progress on their account or result in selling restrictions, supporting the correction of listings that are in violation, and sharing best practices to avoid violations.
• Handle escalations and complicated cases.
• Identify process gaps and share insights/process improvements that are helpful for sellers/buyers.
• Research information using available resources to satisfy customer inquiries.
• Ensure a high resolution percentage and be an advocate within the team to meet business goals.
• Conduct investigations.