GCX Commercial Teammate

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About the role

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. Position Summary Commercial Teammate (MSO Reactive) supports Greater China large merchants, high value/potential sellers with their day to day operational issues by phone, email and/or chat, working with the relevant key stakeholders (e.g. BU, Trust team) closely to help sellers’ business growth, providing a timely resolution as well as maintaining a strong partnership with the account management group. This teammate will be the primary point of contact for Greater China customers and proactively communicate or respond to customers in Mandarin/English inquiries via email, phone and/or chat in an efficient and effective manner. Responsibilities ▪ Handle day to day reactive issues with GC merchants via inbound and outbound phone and email ▪ Act as a trusted advisor to merchants and account managers on defect review/removal, eMBG case review/auctioning, technical issues, reactive GSP inquiries, and standards and policy related issues that can impede sales growth ▪ Resolve issues for merchants of any ebay specific impediment to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, reactive GSP inquiries, standards and policy related issues) ▪ Coach merchants so that issues and policies do not impede their business in futures and helping them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or best practices ▪ Closely monitor the top sellers’ performance on item quality, policy compliance, trading behaviors, shipping efficiency, and sales trend ▪ Interact with internal stakeholders, advisors, policy makers and technical teams to assist with speedy resolution ▪ 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 ▪ Summarize and provide customer feedback to management ▪ Perform related duties as assigned ▪ Conduct Outreach activities (outbound phone and/or email) ▪ Training/OJT Lead: Provide training and mentoring new hires or low performers. ▪ Training/OJT Lead: Provide policy/product/process update with team ▪ Handle escalated complicated cases Position Qualifications ▪ Bachelor degree and above. ▪ 2-3 years of experience within customer service, e-commerce or equivalent ▪ Fluent Mandarin and English when required to interact with sellers in their local language (written and spoken) ▪ Ability to read Cantonese when required to review ebay HK webpage. ▪ Excellent verbal, written and interpersonal communications skills ▪ 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 ▪ Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like ▪ Ability to com

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