[Remote] Supervisor, GC MSO team at eBay

Malaysia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, TechnologyIndustries

Requirements

Experience in leading and managing large customer service teams
Experience in a contact center and/or ecommerce industry is desired
3+ years operational leadership experience in a customer service environment
Bachelor degree or above
Proficient in both Mandarin and English speaking, reading, and writing
Rich experience in global and cross-functional organizations
Excellent customer centric service philosophy and understanding of challenges in providing world class customer experience while controlling costs in a growth environment
Successful track record in achieving and exceeding customer service goals in a high growth business
Excellent communication and influencing skills
Phenomenal execution and get things done
Process/operational improvement background (Six Sigma/Lean certifications) is desired

Responsibilities

Lead and coach a service delivery team to help top business customers solve problems quickly, simply, and easily, while making them feel great about eBay
Build high performing teams that deliver results by honoring customers, each other, and the way we work
Demonstrate customer centric thought process: listen to customer needs, synthesize, and develop strategy for improved business performance
Deploy product, policy, or process changes to ensure customers and front-line teammates are prepared and successful
Improve Customer Satisfaction Scores through front-line teammate development, process improvement, and tool development
Partner with Business Units to implement improvements for customers
Show passion for training and development of each employee
Improve overall employee satisfaction scores and reduce attrition rates
Intense focus on developing Direct Reports and enabling them to thrive
Challenge the status quo, take appropriate risks, and be provocative
Excellent influence and engagement with global peers and Business Units in an effective and productive way
Lead change in ways that motivate and inspire others

Skills

Team Leadership

Customer Service

Employee Development

Process Improvement

Training

Customer Satisfaction

Change Management

Business Strategy

Performance Coaching

Attrition Reduction

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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