| nobody999 | 07-27-2013 09:59 PM |
ebay hiring in austin, tx
anyone interested?
Customer Solutions Teammate
Are you looking for a job where you can increase customer loyalty? Would you like to have the empowerment to resolve customer issues on the first call? Do you like educating customers on best practices? Can you help develop customers by teaching them effective ways to better their business? If you are interested in this type of work, eBay customer service is perfect for you!
Customer Solutions Teammates provide top notch customer service in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat. Top notch Customer Solutions Teammates will establish trust and relationships between eBay and the community while maintaining a high level of detail and accuracy.
Customer Solutions Teammates are expected to operate in a predominately live contact environment, responding to a variety of incoming customer calls. They will be expected to utilize unparalleled problem solving and conflict resolution skills in their day-to-day tasks. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores. Support issues could include answering questions about eBay site functionality and policies, helping to troubleshoot and facilitate issue resolution.
This position could be working in one of the following departments:
eBay Buyer Protection:
Customer Solutions Teammates are responsible for working with our customers (buyers and sellers) to resolve issues when an item was not received or the item they received is different from what was described in the eBay listing. Teammates will provide information on the resolution process in an effort to guide the best solution for all parties involved including buyers, sellers and the eBay community.
If buyers and sellers are unable to resolve the issues themselves then the case will be investigated and decided by a Customer Solutions Teammate with the information that is available as well as utilizing the policies and procedures currently in place.
eBay Trust and Safety:
Customer Solutions Teammates are responsible for fielding inbound member contacts as they relate to protecting the security of the eBay Marketplace; stemming from Pro Active, Fraud, and General Risk actions taken against member accounts. Member contacts consist of appeals involving suspensions, account level restrictions and/or limitations, unpaid items, seller performance, identity verification, feedback and general customer support questions.
eBay Top Customer Care:
Teammates are responsible for working with the top 1% of eBay customers (both Buyers and Sellers) to serve and create an engaged and loyal eBay community. This is achieved by creating personal experiences with our members and assisting them in resolving their concerns. This enhanced customer experience may include (but not limited to): appeals concerning suspensions, account level restrictions and/or limitations, unpaid items, seller performance, identity verification, feedback, business development and general customer service questions. Teammates also provide information on the resolution process in an effort to guide the best solution for all parties involved including buyers, sellers and the eBay community. Top Customer Care Teammates are expected to demonstrate confidence and compassion during all customer (internal and external) interactions.
eBay Top Customer Care:
2+ years of proven customer service experience required preferably in phone/chat/email environment
Business development or sales experience preferred
Strong work knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office, - Outlook, word, Excel)
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Ability to multitask multiple systems, screens, and tasks during customer contacts
Must pass background/credit check to gain access to PayPal Admin tools
Can act in ways that seem contradictory; Is flexible and adaptable when facing tough calls; sets strong but flexible standards; is seen as balanced despite the conflicting demands of the situation
Use logic and methods to solve difficult problems with effective solutions; can see hidden problems; looks beyond the obvious and doesn't stop at the first answer
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; pushes self and others for results
Must make good decisions based on wisdom, experience and judgment
Learns quickly when facing new problems; versatile learner; open to change; enjoys the challenge of unfamiliar tasks
Easy to approach and talk to; good listener; builds rapport well
Acts with customer in mind
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
Widely trusted; viewed as a direct, truthful individual
Listens and checks before acting; tries to understand the people and the data before making judgments
Knowledge, skills, abilities, experience, and education required to perform job
eBay Buyer Protection and eBay Trust and Safety:
2+ years of customer service experience required, preferably in a call center, internet, online shopping, or financial field
Must have strong analytical and problem solving skills
Must have the ability to multitask
Must be able to type 25 words per minute
Must be able to navigate the internet effectively
Must have top notch customer service skills to effectively resolve customer issues in one call
Must have excellent verbal and written communication skills
Proficient in Microsoft Office
Working knowledge of the eBay site is a plus
Your eBay and or PayPal accounts must be in good standing
Conflict management skills and ability to deliver difficult messages verbally
Research and investigate information quickly, view information from alternative perspectives
Analyze and categorize information that may not easily be interpreted at a glance
Make a decision based on information available
Follow written directions and relay talking points
Hold themselves accountable to policies, metrics, processes and standards
Show empathy while being compliant with eBay policies
Show confidence and compassion when relaying a tough message
De-escalate frustrated customers through active listening and a focus on resolution
Identify problems or errors and escalate correctly
Proactively educate with a desire to prevent future negative experiences
Must be comfortable viewing/discussing adult theme items that could be | 
