Job description
Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.
Responsibilities
Engage with eBay customers via inbound phone/chat/email to help resolve and/or navigate successfully through buying and selling related queries and/or processes on our site. This includes but not limited to
General question and/or troubleshooting on account management, buying and selling processes on our platform
General question and/or troubleshooting on our tools, policies, programmes and campaigns
Engage with eBay customers through risk and trust related queries, processes and/or
appeals on our site. This includes but not limited to
Account security & management, common account issues (e.g., restrictions, suspensions, payment holds, identity verification etc)
Listing issues with their account driven by specific actions that eBay has initiated as a result of site policy, procedure, or list practice violations.
Buyer rules & policies (e.g. buyer risk management, bad buyer experiences)
Seller rules & policies (e.g. high risk accounts, fraud, and appeals)
Research and evaluate each customer’s listing, account and situation to provide accurate information, appropriate education and resolution to their specific violation, problem or concern
Reliably follow up with customers on issues that were not able to be resolved during a single contact. Be empathetic to customer concerns and display a sincere desire to serve
Hold oneself accountable to policies, metrics, processes and standards. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores
Position Qualifications
Respond to service/email/phone inquiries routed to Customer Support; solve customer’s inquiry in time Customer service orientation
Excellent verbal and written communication skills, conflict management skills and ability to deliver difficult messages verbally
Strong problem-solving skills
Research and investigate information quickly, view information from alternative
perspectives and categorize information that may not easily be interpreted at a glance
Possess a strong process orientation including the ability to identify trends and opportunities for improvements
Resilient, ability to work / multi-task under high stress and fast paced environment
Strong team player who thrives working in a team environment
Navigate the internet effectively
Proficient in Microsoft Office
Required languages: Fluent Thai and English
#LI-RM2
Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.
eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.
For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement
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