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Customer Experience Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia eBay Full time

At eBay, we're committed to delivering exceptional customer experiences. Our platform empowers millions of buyers and sellers in over 190 markets worldwide.

Key Responsibilities
  1. We partner with customers to resolve queries and escalations across all lines of business, ensuring they feel great about their experience on our site.
  2. We engage with customers via inbound phone/chat/email to help navigate buying and selling related queries and processes.
  3. We follow up with customers on unresolved issues, displaying empathy and a genuine desire to serve.

Our team is responsible for resolving account security & management issues, listing problems driven by site policy or practice violations, and buyer/seller rules and policies.

Performance Metrics
  • Average handle time
  • Average speed of answer
  • After-call work time
  • High customer feedback scores

Please note that this role requires accountability to policies, metrics, and standards.