苏州招聘

Position Summary

Commercial Teammate (MSO Proactive) is responsible for making a difference for our large sellers, high value/potential and/or new sellers. This team will be 100% dedicated to ensuring happiness, retention, and growth for our valued sellers. They provide unique, personalized partnership with BU identified sellers to drive seller performance and growth (through onboarding, recovery, stability of their business on eBay platform). The offer resolution, advice and direction on how to onboard/grow on eBay through onsite workshops, webinars, seller events that include live Q&A support for our sellers.

Responsibilities

• Provide proactive review, education and onsite support to top sellers to improve account performance and reduce risk and contacts

• Conduct regular health check on seller’s accounts and maintain high account standard.

• Understand seller’s business model, analyse and find operation opportunity, and provide customized solutions to resolve issues

• Conduct onsite workshops/webinars to update ebay process, policies and best practice to sellers

• Work with sellers and account managers closely to align on business needs, collect and analyze customers’ feedback

• Interact with internal stakeholders proactively to seek for best solutions

• Find process opportunities and provide feedbacks to related teams

• Prepare and participate in weekly / monthly review on sellers performance and provide ideas to improve performance (e.g. reduce defects) with management team and stakeholders

• Responsible for understanding and possibly solving in Buy, Sell, E2M, M2M

• Engage in a positive customer interactions creating experiences that drive loyalty and engagement by reducing customer effort

• Operate in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat

• 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

• Training/OJT Lead: Provide training and mentoring new hires or low performers.

• Training/OJT Lead: Provide policy/product/process update with team

• Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

• At least 3+ years of customer service experience, preferably in a call center, internet, online shopping, or financial field

• Account management experience recommended

• Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like

• Confidence in dealing with account managers and leads from merchant development at all levels

• Excellent verbal, written and interpersonal communications skills

• Fluent English and local language when required to interact with sellers in their local language (written and spoken)

• 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

• Ability to communicate strongly with internal stakeholders, always emphasizing the point of urgency for sellers

• Ability to represent eBay, speak and present well in large or small group settings

• 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 Microsoft Office

• Strong team player who thrives working in team environment

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 *******************