GEO Teammate

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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

GEO Teammate is responsible in partnering with eBay customers to help navigate and resolve their queries and/or escalations across all lines of business – Buy / Sell / e2M / M2M, which result in making them feel great about eBay. Contacts include inbound phone calls, outbound phone calls and email.

Responsibilities

Engage with eBay customers via inbound phone/chat/email to help resolve and/or navigate successfully through buying and selling related queries and/or processes on our site. This includes but not limited to ‒ General question and/or troubleshooting on account management, buying and selling processes on our platform

‒ General question and/or troubleshooting on our tools, policies, programmes and campaigns

Engage with eBay customers through risk and trust related queries, processes and/or appeals on our site. This includes but not limited to ‒ Account security & management, common account issues (e.g., restrictions, suspensions, payment holds, identity verification etc)

‒ Listing issues with their account driven by specific actions that eBay has initiated as a result of site policy, procedure, or list practice violations.

‒ Buyer rules & policies (e.g. buyer risk management, bad buyer experiences)

‒ Seller rules & policies (e.g. high risk accounts, fraud, and appeals)

‒ Research and evaluate each customer’s listing, account and situation to provide accurate information, appropriate education and resolution to their specific violation, problem or concern

Reliably follow up with customers on issues that were not able to be resolved during a single contact. Be empathetic to customer concerns and display a sincere desire to serve

Hold oneself accountable to policies, metrics, processes and standards. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores

Added Responsibilities

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 2

At least a year of customer service experience, preferably in a call center, internet, online shopping, or financial field

Customer service orientation

Excellent verbal and written communication skills

Conflict management skills and ability to deliver difficult messages verbally

Strong problem solving skills

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

Strong team player who thrives working in a team environment

Navigate the internet effectively

Proficient in Microsoft Office

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