Description:
We are passionate about creating experiences our customers love! Our Trust or Member to Member (M2M) team is a part of Global Customer Experience, supporting eBay's buyers and sellers across the globe. We review customer concerns and appeals, providing mediation and conflict resolution to eBay members.
In Your Role You Will Be Required
- Connect with our members via live chat
- Provide Push 3 communication with our members
- Use Snippets and Canned responses & be proficient with typing.
- Provide Options & ways forward to resolve & support our passionate eBay members
- Act as mediator between buyers and sellers, with different levels of experience. (C2C & B2C)
- Provide policy-based resolutions on disputes for items not received or not as described, damaged returns etc, where members may not be entitled to get their money back.
- Review pervious decisions where sellers or buyers are appealing eBay case decision.
- Make decisions that will negatively impact one party. These decisions have financial impact to customer or eBay
- Build trust, educate, and create great experiences despite delivering difficult messages
- Take appropriate action for eBay to ensure a safe and compliant trading platform for our community
- Excel at learning through our training programs and self-learning to keep growing your skills & knowledge
- Adhere to your daily schedule, tasks and goals, supported by your team leader and coach
Who you are?
- Able to deal with conflict, and guide parties through the steps towards resolution
- Be experienced and efficient with chat industry standard of working
- Assertive, with the ability to say “No” and deliver a difficult message with confidence
- You have a strong ability to evaluate cases from a business perspective
- Customer focused & a Great communicator, with high level of empathy and emotional intelligence
- Self-aware, understanding voice tone control and its impact on how customers feel, can adapt to different customers & cultures
- You are resilient, able to handle stress and be productive under pressure
- A learner, always growing and open to feedback
- You enjoy taking ownership and control, and driving resolution
- Driven and motivated to achieve targets and meet your metrics
- Motivated and disciplined while working from home
- Strong PC skills, can operate Windows and troubleshoot a PC, tablet or mobile phone
- Located in Cavan, Dublin, Kildare, Louth, Meath, Wicklow