GCX 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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