GCPO APAC Teammate

Global Customer Protection Operations (GCPO) APAC Teammate

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

Global Customer Protection Operations (GCPO) APAC Teammate is responsible for resolving member escalations across all lines of GCPO business by investigating and evaluating appeals based on customer facts and eBay policies, making account status and appeal decisions, communicating with and representing the eBay organization. Successful candidates are expected to be focused on policy enforcement, site security and risk assessment. This position will interface with all levels of employees, customers and Business Units, including legal representatives, and regulatory agencies. Successful candidates will possess a strong sense of customer advocacy, strong ability to resolve issues for distressed customers, and have the ability to balance any potential impacts to the business.

Responsibilities

Responsible for resolving customer escalations across all lines of GCPO business. Contacts include phone calls, hard copy and email communications.

Responding to and dealing with regulatory concerns.

Investigative work.

Dealing with sensitive topics.

Resolution is policy driven with minimum room for own decisions.

Following site policies, most calls involve explaining policies or processes.

Assist team leader on team's work including lead new / existing projects / program, process design / optimize, cross function communication, staffing and other duties assigned by team leader.

Typical Contacts

• Account Taken Over (ATO)
• Selling Limits
• Selling Performance
• Account Suspensions Appeals
• Account Restrictions Appeals
• Listing removal
• Appeals of decisions made
• Account Verification

Position Qualifications

3+ years of customer support experience required and 1+ years of customer escalation experience and / or dealing with highly sensitive situations preferred.

Ability to work collaboratively and effectively to deliver results in a highly demanding, fast-paced, team environment that requires flexibility and agility.

Ability to demonstrate composure and make sound decisions on available information in high pressure situations and escalated issues in person, on the phone, or via email.

Strong analytical and problem-solving skills with a deep attention to detail and exceptional follow through.

Ability to demonstrate a high degree of professionalism and comfort with all levels of employees in the organization, customers, and external agencies.

Demonstrate conflict management skills and ability to deliver difficult messages verbally and in written communication.

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.

Excellent verbal and written communication in Mandarin and English.