[Remote] GCX Commercial Teammate at eBay

Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerceIndustries

Requirements

Bachelor degree and above
2-3 years of experience within customer service, e-commerce or equivalent
Fluent Mandarin and English when required to interact with sellers in their local language (written and spoken)
Ability to read Cantonese when required to review eBay HK webpage
Excellent verbal, written and interpersonal communications skills
Ability to speak to sellers with a high degree of commercial awareness and professionalism, often coaching and educating and sometimes providing feedback that may not be received well, skilled in handling objections
Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like
Ability to communicate strongly with internal stakeholders, always emphasizing the point of urgency for sellers
Confidence in dealing with account managers and leads from merchant development at all levels

Responsibilities

Handle day to day reactive issues with GC merchants via inbound and outbound phone and email
Act as a trusted advisor to merchants and account managers on defect review/removal, eMBG case review/auctioning, technical issues, reactive GSP inquiries, and standards and policy related issues that can impede sales growth
Resolve issues for merchants of any eBay specific impediment to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, reactive GSP inquiries, standards and policy related issues)
Coach merchants so that issues and policies do not impede their business in futures and helping them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or best practices
Closely monitor the top sellers’ performance on item quality, policy compliance, trading behaviors, shipping efficiency, and sales trend
Interact with internal stakeholders, advisors, policy makers and technical teams to assist with speedy resolution
Establish a trusting relationship between eBay and the customer while maintain a high level of detail and accuracy
Be empathetic to customer concerns and display a sincere 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
Perform related duties as assigned
Conduct Outreach activities (outbound phone and/or email)
Training/OJT Lead: Provide training and mentoring new hires or low performers
Training/OJT Lead: Provide policy/product/process update with team
Handle escalated complicated cases

Skills

Key technologies and capabilities for this role

MandarinCustomer SupporteBay PlatformMerchant SupportDefect RevieweMBGGSPAccount ManagementPhone SupportEmail SupportChat Support

Questions & Answers

Common questions about this position

What languages do I need to speak for this role?

You need to proactively communicate or respond to customers in Mandarin/English inquiries via email, phone and/or chat.

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

This information is not specified in the job description.

What are the main responsibilities of the Commercial Teammate role?

The role involves handling day-to-day reactive issues with Greater China merchants via phone and email, acting as a trusted advisor on defects, eMBG cases, technical issues, and policies, while coaching merchants and monitoring seller performance.

What is the company culture like at eBay?

eBay fosters a culture where customers are the compass, authenticity thrives, bold ideas are welcome, everyone can bring their unique selves, and the team consists of passionate thinkers, innovators, and dreamers working together.

What experience or skills make a strong candidate for this position?

Strong candidates should have experience supporting large merchants, resolving operational issues like defects and policy compliance, communicating fluently in Mandarin/English, building customer relationships, and leading training for new hires.

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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