Posted Nov 09, 2023 539 views
Position Overview:
You will be a key contributor to ensuring a positive customer experience on eBay. Your role will encompass handling a variety of customer inquiries and issues, with a particular focus on cases related to health, feedback, and disputes. In addition, you will be required to utilize Zendesk for efficient customer support and be responsible for managing both sales and aftersales calls.
Key Responsibilities:
- Case Management: Investigate and manage cases related to health, feedback, and disputes, ensuring they are resolved in accordance with eBay's policies and guidelines. Review and analyze case details, including buyer and seller communications, transaction information, and feedback. Make informed decisions to resolve disputes and health-related issues fairly and efficiently.
- Feedback Management: Assist users in understanding and managing their feedback on the eBay platform. Provide guidance on eBay's feedback policies, including removing or revising feedback as necessary.
- Zendesk Knowledge: Utilize Zendesk to efficiently manage and respond to customer inquiries across various communication channels, including email, chat, and phone.
- Sales and Aftersales Calls: Handle incoming sales inquiries and assist customers in making purchases on the eBay platform. Address aftersales inquiries, including order tracking, returns, and product support, to ensure a seamless post-purchase experience.
- Customer Support: Respond promptly and professionally to customer inquiries, whether they relate to health, feedback, disputes, sales, or aftersales issues. Provide comprehensive support and guidance to customers in navigating eBay's platform and policies.
- Documentation and Reporting: Maintain accurate and detailed records of case resolutions and customer interactions. Generate reports to track trends related to cases, feedback, and aftersales issues, offering insights for process improvements.
- Compliance: Ensure strict adherence to eBay's policies, guidelines, and industry regulations while handling various customer issues. Stay updated on eBay's policies and any relevant changes.
- Team Collaboration: Collaborate with cross-functional teams, including Trust and Safety, to address complex and high-priority cases and provide a seamless customer experience.
- Continuous Improvement: Identify opportunities for process enhancements and contribute to the ongoing improvement of customer service procedures.
Qualifications:
- High school diploma or equivalent; a bachelor's degree is a plus.
- Prior customer service experience, especially in a similar role or within the e-commerce industry.
- Proficiency in using Zendesk or similar customer service software.
- Strong problem-solving skills and the ability to make fair and informed decisions.
- Excellent communication and interpersonal skills.
- Detail-oriented with the ability to manage and document cases accurately.
- Familiarity with eBay's platform and policies is preferred.
- Ability to work in a fast-paced environment and handle changes effectively.
Additional Information: This position may involve working in shifts, including evenings, weekends, and holidays, to provide 24/7 customer support. eBay is committed to maintaining a safe and diverse workplace and encourages applications from candidates of all backgrounds.
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