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.

Position Summary

Commercial Teammate (MSO Proactive) is responsible for making a difference for our large sellers, high value/potential and/or new sellers. This team will be 100% dedicated to ensuring happiness, retention, and growth for our valued sellers. They provide unique, personalized partnership with BU identified sellers to drive seller performance and growth (through onboarding, recovery, stability of their business on eBay platform). The offer resolution, advice and direction on how to onboard/grow on eBay through onsite workshops, webinars, seller events that include live Q&A support for our sellers.

Responsibilities

Provide proactive review, education and onsite support to top sellers to improve account performance and reduce risk and contactsConduct regular health check on seller’s accounts and maintain high account standard.Understand seller’s business model, analyse and find operation opportunity, and provide customized solutions to resolve issuesConduct onsite workshops/webinars to update ebay process, policies and standard methodology to sellersWork with sellers and account managers closely to align on business needs, collect and analyze customers’ feedback Interact with internal partners proactively to seek for best solutionsFind process opportunities and provide feedbacks to related teamsPrepare and participate in weekly / monthly review on sellers performance and provide ideas to improve performance (e.g. reduce defects) with management team and partnersResponsible for understanding and possibly solving in Buy, Sell, E2M, M2MEngage in a positive customer interactions creating experiences that drive loyalty and engagement by reducing customer effortOperate in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chatEstablish 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 customerTraining/OJT Lead: Provide training and mentoring new hires or low performers. Training/OJT Lead: Provide policy/product/process update with teamAssist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

At least 3+ years of customer service experience, preferably in a call center, internet, online shopping, or financial field Account management experience recommendedStrong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks likeConfidence in dealing with account managers and leads from merchant development at all levelsExcellent verbal, written and interpersonal communications skills Fluent English and local language when required to interact with sellers in their local language (written and spoken)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 objectionsAbility to communicate strongly with internal partners, always emphasizing the point of urgency for sellersAbility to represent eBay, speak and present well in large or small group settings Conflict management skills and ability to deliver difficult messages verballyStrong analytical and problem solving skills with a deep attention to detail and exceptional follow-throughResearch and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glancePossess a strong process orientation including the ability to identify trends and opportunities for improvementsResilient, ability to work/multi-task under high stress and fast paced environment Navigate the internet effectively Proficient in Microsoft Office Strong teammate who thrives working in team environmentTypically supports our most valuable customersRequires specialized skills and expertise within own service area or across multiple service areasHandles customer calls/inquiries/ referrals that are complex, require extensive research and variation from proceduresWorks autonomously within established procedures and practicesAnticipates patterns and links; looks beyond the immediate problem to the wider implications

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

 

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.