Work From Home - eBay Customer Support - Seller Experience Teammate - Ireland based Id-1737
Job Description
At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 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.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Important Information:
The start date for this position is February 24th 2025.
This is a phone based role that will include evening and weekend work.
For this role you need to be located in the Republic of Ireland.
You will need to have a fibre connection for the internet in order to work remotely.
EBay Benefits
o Basic Salary of €36,400
o Quarterly Bonus Plan
o 25 days Holidays
o Educational Assistance
o Healthcare Plan
o Life Assurance
o Pension Plan
o Sabbatical every 5 years…. plus lots more!
What you will accomplish:
o Providing phone support for eBay members with queries related to billing, technical problems, listing queries, and payment processing
o Supporting sellers through the eBay selling and payment lifecycle
o Taking appropriate action for eBay to ensure a safe and compliant trading platform for our community
o Making accurate decisions on a variety of risk, fraud and policy workflows
o Ability to make decisions on a variety of topics that our Sellers and Buyers face,
o Strong sense of ownership of the Customer, and the exceptional experience we provide
o Establishing a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy.
o Display empathy to customer concerns and display a sincere desire to serve with ownership through to resolution
o Doing what is right for our Customers, and a determination to follow through to ensure a positive experience on eBay
o Excel at learning through our training programs and self-learning to keep growing your skills & knowledge
o Taking responsibility for your development goals and evolving to be your best self at work
Role Competencies:
o Problem Solving: Aptitude to understand the customer issue through key questioning to get to the root of the issue quickly. Understanding of the data needed to quickly review and identify the issue. Drive for customer resolution and clarity.
o Business Acumen: Understanding the basics of how an eCommerce business operates, and what is important to our customers.
o Financial Acumen: Understands foundational financial concepts and the unique regulatory requirements imposed on organizations involved in the movement of money.
o Negotiation and Influence: At times, the teammate will be required to advocate on behalf of eBay and/or the customer.
o Adaptability: This teammate will need to be agile and strong, with flexible standards and an ability to remain balanced despite the conflicting demands of multiple situations. Teammates will be encouraged to help define and shape the customer experience we deliver as we grow our presence in intermediated payments.
o Professional Communication: High degree of professional presence in both written and spoken communication.
o Financial & Risk Acumen: Ability to make discretionary decisions based on research and investigation.
What you will bring:
o Available for shift work including early mornings, late evenings and weekend work
o Previous financial service, payments experience would be considered an asset
o Experience working in risk and fraud operations is advantageous
o Drive to meet and exceed targets
o Ability and drive to learn and grow
o Passionate about customers and customer experience
o You are assertive, with the ability to say “No” and deliver a difficult message with confidence
o You have a strong ability to evaluate cases from a business perspective
o You are an excellent communicator, with high level of compassion and emotional intelligence
o You are Self-aware, understanding voice tone control and its impact on how customers feel, can adapt to different customers & cultures
o Resiliency will be key to this role as will the ability to handle stress and be productive under pressure
o You are a learner, always growing and open to feedback
o You enjoy taking ownership and control, and driving resolution
o You are Driven and motivated to achieve targets and meet your metrics
o You are Motivated and disciplined while working from home
o Good knowledge of technology, systems and applications
o Resident of the Republic of Ireland and eligible to work full time in
