The EEC CARE team is required to provide best-in-class customer service while handling customers, internal teammates and strategic partner’s queries and appeals, in order to ensure resolution and satisfaction for customers. The team acts as a main link between our overflow partners and the wider eBay Inc. organization and provides escalation support as well as guidance and coaching to our partners. A commitment to a high-quality customer experience at all times is essential. The right candidate must be able to show empathy while being compliant with eBay policies, and provide our stakeholders with accurate responses to their questions in both a quick and helpful manner. Tracking queries and providing feedback to key stakeholders is an integral part of this role. The right candidate will have a high degree of independence and flexibility and exhibits strong communication and analytical skills.

You Will:

• Take full ownership of escalation cases by directly answering customer queries with the aim of successfully delivering difficult messages to members or solving complex queries and provide first-time resolution whenever possible
• Handle UK and own market Collections and VAT incoming volume, Collection production tasks, perform QA evaluations for partners
• Provide SME support to overflow partners in handling difficult queries via chat/tracker and Outlook
• Escalate cases to the relevant internal teams/departments according to SOPs when necessary
• Act as POC for any particular initiatives impacting FRITES and HIPO markets, as well as for escalations from stakeholders, such as – but not limited to BU, Billing, Legal, Social Media, OotP and MSO
• Act as SME to review actions to be taken on high profile accounts / permission exceptions
• Be able to identify and escalate issues on the site, raising the relevant ticket and cascading information down to relevant teams/stakeholders
• Identify improvement opportunities and provide feedback and guidance to coaches, team leaders and learning org both in-house and at overflow partners by holding conference calls with them when required
• Track and analyse queries/escalations with the corresponding output/resolution & provide insights on escalation drivers/trends as well as on overflow partners’ performance to EEC Leadership Team and CE team
• Provide feedback to EEC Leadership Team, CE team and other relevant teams/departments on emerging issues, including identification of trends & actionable barriers to members’ satisfaction, with a view to improve the overall customer experience for existing and future members
• Highlight opportunities to improve process and policy and make recommendations to the relevant SME's
• Support content improvement suggestions for the relevant market, including but not limited to KB and Help Pages
• Identify opportunities to improve the quality of email templates
• Support ad hoc tasks such as translations, projects, inbound/outbound campaigns, etc.
• Continually display initiative to take on additional responsibilities towards professional growth
• Independently use all channels to stay informed with regards to department specific knowledge
• Deliver core metrics including, but not limited to, customer metrics, productivity and effectiveness

• Fluency in English is essential. French or east European languages are a distinct advantage.
• Ability to learn quickly & open to change
• Ability to multi-task & work under pressure in a fast-paced environment
• Strong analytical & problem-solving skills
• Creative thinking in devising solutions for customers’ concerns or issues
• Strong communication skills, including compassion, active listening, and an ability to express yourself professionally both verbally and in writing
• You have a positive attitude towards your work
• Personally experienced with buying and selling on eBay
• Experienced in high level customer service (5yrs plus is preferred)

• Basic Salary of €32,000
• Quarterly Bonus Plan
• Discounted Express Bus City Centre – eBay
• 25 days Holidays
• Educational Assistance
• Healthcare Plan
• Life Assurance
• Pension Plan
• Discounted Canteen
• Free Gym
• Sabbatical every 5 years…. plus lots more!
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.