Sr. Customer Service Representative

Utah, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

Candidates must have at least 3 years of call center or relevant customer service experience. They should be customer-centric with high levels of empathy and emotional intelligence, digitally proficient in navigating web-based and e-commerce software, and skilled in understanding customer needs while maintaining resiliency. Additionally, candidates must have a secure, distraction-free workspace, be willing to work a structured schedule without primary caregiving duties during work hours, and possess a wired internet connection with a minimum speed of 10 mbps download and 4 mbps upload.

Responsibilities

The Sr. Customer Service Representative will handle a high volume of inbound phone calls, addressing customer questions related to compliance and policy adherence. They will provide guidance and support to resolve issues, identify root causes of complex problems, and convey realistic expectations for next steps. The role involves establishing trust and driving brand loyalty by demonstrating special care for customers, even when delivering difficult messages. Representatives must adhere to established policy-driven guidelines, conduct thorough investigations of member accounts, and meet performance metrics including average handle time, resolution rate, customer satisfaction, schedule adherence, compliance, and quality.

Skills

Customer Service

Phone Support

Compliance

Policy Adherence

Problem Solving

Investigation

Customer Satisfaction

Communication

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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