Introduction to Our Company
At eBay, we're more than just a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in over 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work - every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Job Overview
We're seeking an experienced and skilled GCX Commercial Teammate to join our team in Mumbai. As a Commercial Teammate, you will support large merchants, high-value/potential, and new sellers with their day-to-day operational issues via phone, chat, and email. You will work closely with relevant key partners, such as the Business Unit and Trust team, to help sellers maintain their standards and healthy selling practices. Your primary goal will be to provide timely resolutions while maintaining a positive relationship with the account management group.
Key Responsibilities
- Handle day-to-day reactive issues with customers via email and chat channels, with outreach via phone as needed.
- Complete assigned tasks and responsibilities in a timely and efficient manner, collaborating with other team members to achieve business goals and contribute to initiatives that improve team performance and processes.
- Meet and exceed turnaround time and quality of delivery targets, with an eye for detail and a focus on maintaining high standards.
- Act as a trusted advisor to sellers and account managers on defect review/removal, eMBG case review/auctioning, technical issues, product issues, and standards and policy-related issues that can hamper sales growth.
- Resolve issues for merchants related to any eBay-specific impediments to growth and sales, including defect reviews/removal, eMBG case review/action, technical issues, standards, and policy-related issues.
- Coach merchants to develop a proactive approach to avoidance, rather than resolution after the fact, including the adoption of eBay tools and standard processes.
- Interact with internal partners, advisors, policy makers, and technical teams to assist with speedy resolution, establishing a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy.
- Share timely findings with the Account Manager and key stakeholders, and share learning with the team in daily huddles for exciting/unique issues/queries worked.
- Be empathetic to customer concerns and display a candid desire to serve with ownership through to resolution, using negotiation and influence to advocate on behalf of eBay and/or the customer as needed.
- Summarize and provide customer feedback to management, conducting outreach activities, including outbound phone and/or email, to drive sustainable business growth for high-quality sellers and help maintain a healthy top seller community.
Essential Qualifications and Skills
To be successful in this role, you will need:
- A graduate degree, with a strong academic record.
- Demonstrated strong probing and problem-solving skills, with the ability to think critically and outside the box.
- Expert knowledge of MS Office, particularly PPT and Excel, with data interpretation and quality insight understanding an added advantage.
- Ability to work well in a team environment, with excellent time management, strong communication, and interpersonal skills.
- A self-starter with a positive attitude, high on accountability, and a strong desire to provide end-to-end solutions to customers.
- 7+ years of experience in customer service, ecommerce, or handling email or chat services, with experience in handling customer complaints a must.
- Quick learning ability to learn process/policy/product and become a subject matter expert, with great collaboration skills to work with many teams within eBay to find solutions for customers.
Preferred Qualifications and Skills
While not essential, the following qualifications and skills are highly desirable:
- Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to change and prioritize tasks effectively.
- Knowledge of ecommerce platforms, with a strong understanding of the online marketplace and the needs of buyers and sellers.
- Experience working with internal stakeholders, including account managers, business units, and technical teams, to resolve customer issues and drive business growth.
- Strong analytical and problem-solving skills, with the ability to analyze data and provide insights to inform business decisions.
Career Growth Opportunities and Learning Benefits
At eBay, we're committed to helping our employees grow and develop in their careers. As a GCX Commercial Teammate, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program to help you get up to speed quickly.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Opportunities to work on special projects and initiatives, driving business growth and improvement.
- Collaboration with internal stakeholders, including account managers, business units, and technical teams, to resolve customer issues and drive business growth.
- Access to a range of tools and resources, including MS Office, to help you perform your role effectively.
Work Environment and Company Culture
At eBay, we're proud of our company culture, which is built on a foundation of inclusivity, diversity, and respect. We believe that everyone should be able to bring their unique selves to work, every day, and we're committed to creating a work environment that is welcoming, supportive, and empowering. As a GCX Commercial Teammate, you will be part of a dynamic and fast-paced team, working in a collaborative and open environment that encourages innovation, creativity, and growth.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, designed to attract and retain top talent. As a GCX Commercial Teammate, you can expect:
- A competitive salary, with opportunities for growth and development.
- A range of benefits, including health insurance, retirement savings, and paid time off.
- Access to a range of perks, including employee discounts, free meals, and on-site fitness classes.
- A dynamic and supportive work environment, with opportunities for collaboration and growth.
Conclusion
If you're a motivated and experienced customer service professional, looking for a new challenge and opportunity to grow and develop your career, we encourage you to apply for this exciting role. As a GCX Commercial Teammate, you will be part of a dynamic and fast-paced team, working in a collaborative and open environment that encourages innovation, creativity, and growth. Don't miss out on this opportunity to join a leading global online marketplace and take your career to the next level. Apply now!
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