Commercial Teammate

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Position Summary

Commercial Teammate (MSO Reactive) supports Greater China large merchants, high value/potential sellers with their day to day operational issues by phone, email and/or chat, working with the relevant key stakeholders (e.g. BU, Trust team) closely to help sellers’ business growth, providing a timely resolution as well as maintaining a strong partnership with the account management group. This teammate will be the primary point of contact for Greater China customers and proactively communicate or respond to customers in Mandarin/English inquiries via email, phone and/or chat in an efficient and effective manner.

Responsibilities

▪ Handle day to day reactive issues with GC merchants via inbound and outbound phone and email

▪ Act as a trusted advisor to merchants and account managers on defect review/removal, eMBG case review/auctioning, technical issues, reactive GSP inquiries, and standards and policy related issues that can impede sales growth

▪ Resolve issues for merchants of any ebay specific impediment to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, reactive GSP inquiries, standards and policy related issues)

▪ Coach merchants so that issues and policies do not impede their business in futures and helping them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or best practices

▪ Closely monitor the top sellers’ performance on item quality, policy compliance, trading behaviors, shipping efficiency, and sales trend

▪ Interact with internal stakeholders, advisors, policy makers and technical teams to assist with speedy resolution

▪ Establish 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 customer

▪ Summarize and provide customer feedback to management

▪ Perform related duties as assigned

▪ Conduct Outreach activities (outbound phone and/or email)

▪ Training/OJT Lead: Provide training and mentoring new hires or low performers.

▪ Training/OJT Lead: Provide policy/product/process update with team

▪ Handle escalated complicated cases

Position Qualifications

▪ Bachelor degree and above.

▪ 2-3 years of experience within customer service, e-commerce or equivalent

▪ Fluent Mandarin and English when required to interact with sellers in their local language (written and spoken)

▪ Ability to read Cantonese when required to review ebay HK webpage.

▪ Excellent verbal, written and interpersonal communications skills

▪ 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 objections

▪ Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like

▪ Ability to communicate strongly with internal stakeholders, always emphasizing the point of urgency for sellers

▪ Confidence in dealing with account managers and leads from merchant development at all levels

▪ Conflict management skills and ability to deliver difficult messages verbally

▪ Strong analytical and problem solving skills with a deep attention to detail and exceptional follow through

▪ 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

▪ Navigate the internet effectively

▪ Proficient in office tools

▪ Strong team player who thrives working in team environment

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