Sr. Customer Service Representative

Job Overview

JOB DETAILS

REQUIREMENTS

• 3+ years of call center or relevant customer service experience
• You are customer-centric; a stellar communicator, with high levels of empathy and emotional intelligence
• Digital proficiency in navigating web-based & e-commerce specific software applications, knowledge bases, instant messaging, and internet searches
• Skilled and insightful to the needs of customers. Maintaining resiliency while delivering tough messages
• Comfortable in a dynamic, fast-paced, and constantly evolving working environment

RESPONSIBILITIES

• Work in an environment that is challenging, fast paced, with a high volume of inbound phone based contacts
• Address questions related to compliance and policy adherence, ensuring members understand and follow these guidelines while providing guidance and support to resolve issues
• Able to drive clarity and ask probing questions to identify the root cause of complex issues. Convey realistic expectations about next steps and actions, while identifying the best resolution for eBay and its members
• Ability to demonstrate special care and connection with customers, establishing trust, and driving brand loyalty, while delivering difficult messages
• Adhere to established policy-driven guidelines, ensuring consistency and compliance in decision-making processes, while exercising minimal personal discretion to maintain uniformity and uphold the organization’s standards and procedures.
• Conduct thorough investigations of member accounts to identify issues ensuring compliance with established policies
• Adhere to performance and metric standards, which will include: AHT, resolution, customer satisfaction, schedule adherence, compliance, quality, and more

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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