Merchant Service Operations (MSO) is dedicated to partnering with our customers to remove barriers and create loyalty to the eBay marketplace through working to understand the needs of seller businesses, taking ownership, and driving seller profitability
You will interact with our top sellers providing a one-stop shop, white glove service experience and be an expert in areas like buyer protection, policy, billing/credits, GSP, seller standards, defect reviews and limits.
You will do this through inbound/outbound phone interactions and email. You will need to be well organized and able to research resolutions for our members and provide proper follow up as needed.
You will need to have great communication skills as you interact with our top sellers and peers to find resolutions to their challenges in a team environment
You will
Apply judgement when deviating from a standard routine, identify patterns from partial or conflicting information to identify the correct resolution, and act with empowerment when appropriate. Use judgment in coaching our members regarding marketplace policies to ensure an optimal outcome. Express a genuine interest in helping the customer improve their eBay business. Troubleshoot, offer solutions, and provide recommendations for any customer problems related to the eBay platform. Accurately use our systems to get the right solutions and keep track of the customer details. Understand customer priorities and identify key improvement areas. Anticipate the needs of our customers and always act with the customer in mind, providing empathy at all times. Be a customer advocate, waking up thinking about how you are going to satisfy our customer every day
Viewed as a subject matter expert by your peers, with full proficiency in one or more of areas such as, limits, buy, sell, eMBG. Courteous and professional in your engagement with customers and peers. A disciplined self-starter, driven, motivated, proactive in your mind set. Great at solving problems and flexible in your approach. Experienced in dealing with passionate customers. Super at managing your time and conscientious in your approach to work. Flexible, independent, and consistently demonstrate teamwork Experienced with eBay and comfortable speaking to any customer issue. Personally experienced with buying and selling on eBay
Fluent in both Italian and English
