Customer Service Representative Job in Mumbai at Ebay

Ebay is hiring for the role of Customer Service Representative!

Responsibilities of the Candidate:

• Handle day-to-day reactive issues with customers' email and chat channels
• Complete assigned tasks and responsibilities in a timely and efficient manner
• Collaborate with other team members to achieve business goals and contribute to initiatives to help improve team performance and processes
• Meet and exceed the turnaround time and quality of delivery as per the specified target, and have an eye for details
• Work as per defined processes and SLA – outlook issue process
• Act as a trusted advisor to sellers and account managers on defect review/removal, eMBG case review/auctioning, technical issues, product issues, and standards and policy-related issues that can hamper 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, standards and policy-related issues)
• Coach merchants so that issues and policies do not impede their business in future and help them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or standard processes
• Interact with internal partners, advisors, policymakers and technical teams to assist with speedy resolution
• Establish a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy
• Share timely findings with the Account Manager and key stakeholders
• Share learning with the team in daily huddles for exciting/unique issues/queries worked
• Be empathetic to customer concerns and display a candid desire to serve with ownership through to resolution
• Use negotiation and influence to advocate on behalf of eBay and/or the customer
• Summarize and provide customer feedback to management
• Conduct Outreach activities (outbound phone and/or email) including but not limited to – Outreach to customers with product/policy information/education/rollout– Outreach to customers to drive sustainable business growth for high-quality sellers and help to maintain a healthy top seller community. E.g. coach customers in regard to policies that may impede progress on their account or result in selling restriction, support to correct listings that are in violation, share best practices to avoid violations etc.
• Handle escalated complicated cases

Requirements:

• Demonstrate strong probing and problem-solving skills
• Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly
• Expert knowledge of MS Office, especially PPT and Excel
• Data interpretation and quality insight understanding are added advantages to succeeding in this role
• Ability to work well in a team environment and collaborate effectively with others
• Excellent time management, strong communication and interpersonal skills
• 3+ years of experience in customer service/e-commerce/handling email or chat services