Job Description

Our Trust team partner with eBay Members over the phone, via email or chat to help them successfully navigate challenges and issues with their account motivated by specific actions that we have initiated with their accounts. Specific areas of support would include: buyer & seller protection, eBay Money Back Guarantee, appeals, cancel transactions, facilitate contact between trading partners, payment disputes, report members or listings, returns, unpaid items, investigate claims, review accounts, PayPal admin, courtesy funds, local pick-up and in-depth resolution.

Important Info: We require your availability for 9 consecutive weeks of training (without holidays) from the start date

Job Summary

As part of our UK and Ireland Community support team, you will be supporting the needs of eBay high volume members on eBay. We work both proactively & reactively. As a direct point of contact for our customers, you will represent us to a very high standard of integrity.

We are looking to recruit dynamic and flexible team-mates who will dedicatedly participate in our Customer Experience teams daily in order to deliver on our unifying purpose of helping our customers by solving their problems in the quickest, simplest, easiest way possible …and make them feel great about eBay along the way. Our Teammates are obsessed with the customer experience we offer.

You will:

• Communicate with eBay customers through inbound and outbound calls, emails and chat
• Build and sustain an extraordinarily high level of skills centered on sophisticated customer handling and excellent communication
• Take ownership for customer issues so that they are resolved and you keep customers updated along the way
• Ensure all information related to customer issues is logged and tracked
• Provide a quick and deep understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind
• Be an advocate and ensure satisfaction of the high volume customer group
• Achieve Quality, Satisfaction & Metric driven Targets as set out by Team Leader
• Apply discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer
• You expertly follow up with members on issues that were not able to be resolved during a single contact
• You are compassionate to member concerns and show a genuine dedication to help our customers and solve their problems
• You successfully balance eBay expectations with member expectations
• You make our customers feel great about eBay

You are:

• Fluent written and verbal English essential
• An excellent communicator and experienced in looking after passionate customers
• Excellent at solving problems and you are flexible in your approach
• A shown performer in achieving metrics
• Able to build and maintain strong working relationships
• Able to work in a customer contact, target-driven environment – you love to hit your metrics & over-achieve on your goals
• Flexible, independent and have a remarkable team spirit
• Familiar with working on the Internet with a working knowledge of Microsoft Office programs such as Outlook, Excel and Word
• Available to work evening and weekend shifts
• General understanding of eBay- it is an advantage if you are a buyer or seller on eBay
• Eligible to work in Ireland

Whatweoffer?

• A team that helps to shape the shopping experience of the future
• An encouraging environment that allows our employees to thrive and learn
• We provide benefits which ensure you are well taken care of with quality health and wellness programs including free site gym!
• We provide the opportunity to be a part of a community that has just been voted one of the Best Workplaces in Ireland and Europe 2015

Have Questions? Your Recruiter will answer any questions during the recruitment process.

eBay Culture
We care about People. We are richly diverse and we have built an authentic culture where you can bring your whole self to work. We provide mentoring and ongoing coaching to our new hires. We promote a culture of listening, learning and growth. Our dynamic, fast paced environment is constantly evolving and makes an exciting place to work.

eBay Benefits - go to the following link to view all benefits - https://www.ebaybenefits.com/irl/