I. GENERAL SUMMARY

Retain constructive relationships with our elite and high volume merchants; serve as a one-stop solution provider for all service needs, and facilitate merchants’ business growth with our product.

II. DUTIES & RESPONSIBILITIES

A. Merchant Satisfaction Delivery1. Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, and meet specific customer satisfaction requirements. 2. Be available to answer all email, phone, and voice mail inquires from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints3. Provide accurate solutions and proper education to merchants regarding products and processes4. Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved.5. Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and business6. Provide feedback to related teams on customers’ voice timely and proactively work on the solutions7. Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher management team.
B. Account Retention1. Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach as assigned.2. Regularly update customer relationship management database; study and analyze the challenges and opportunities for each merchant3. Constantly monitor account behavior and report outstanding issues4. Support other business units with marketing programs and promote product features; conduct phone or email outreach to targeted account portfolios to promote marketing campaigns, and complete assigned targets5. Boost merchants’ business with company products, develop constructive relationships, and identify business opportunities
C. Additional responsibilities1. Maintain and promote a positive attitude while meeting productivity goals.2. Develop scripting and support materials as assigned3. Continue education to keep pace with product modifications and additions4. Attend company provided training and maintain compliance with all applicable regulation

III. JOB QUALIFICATIONS

A. Education

Bachelors’ degree or equivalent work experience preferred

B. Experience

1. Experience in an Internet company, financial institution or transaction processor is preferred.2. Experience in customer relationship management or outbound service is a must; sales, telesales or telemarketing is preferred. 3. Experience using Microsoft Office products including preferred: Excel, Word, Access, Outlook, Visio, Web Accept and PowerPoint a must.4. Customer communication experience (email & phone)

C. Knowledge, Skills, and Abilities

1. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to the customer. 2. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills. 3. Ability to make discretionary decisions based on research independently. Performs a variety of tasks. Works under general supervision; typically reports to a supervisor. A certain degree of creativity and latitude required4. Ability to handle tough contacts and complaints5. Ability to deliver right suggestions to merchants to facilitate their growth, detect risky trend of managed accounts, and take proactive action to avoid loss. 6. Ability to complete multi-tasks; good skills in time management, task management and problem solving7. Well-develop sense of urgency and follow through; good judgment of importance, priority and emergency; good analytical skills 8. Good ability of trouble shooting, has certain degree of flexibility and maturity9. Ability to develop and maintain professional working relationships with co-workers and peers.10. Ability to conduct outreach to customers and up-sell the marketing campaign or promotion program; 11. Ability to maintain excellent relationship with merchants 12. Good on-line business knowledge and related industry knowledge; ability to learn and adapt to new product knowledge and software technologies. Knowledge includes the area of risk, protection and best business practice.13. Ability to maintain professionalism while meet all the production goals, take the ownership and responsibilities for assigned tasks. 14. Good business writing and presenting skills15. Strong working knowledge of PC based Internet and software applications. (The Internet, Microsoft Office, etc.)

D. Additional Requirements

1. A degree of flexibility is necessary on shifts worked from time to time depending on the training needs & schedules of the organization 2. Must pass general knowledge assessment and other required training sections.3. If apply for higher position, Min. 6 months in current position and above average performance is a must.

eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************