eBay eBay Customer Experience - Trust Team in Dublin, Ireland

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

All Teammates in Trust (Member to Member) Team will be required to partner with eBay Members over the phone, via email or chat to help them successfully navigate challenges and issues with their account driven by specific actions that eBay has initiated with their accounts. Specific areas of support would include: buyer & seller protection, eBay Money Back Guarantee, appeals, cancel transactions, facilitate contact between trading partners, payment disputes, report members or listings, returns, unpaid items, investigate claims, review accounts, PayPal admin, courtesy funds, local pick-up, in-depth resolution and descoring.

Important Info: the start date for this role is 31.08.2017. We require your availability for 10 consecutive weeks of training (without holidays).

Responsibilities:

  • Evaluate each member’s account and situation to provide accurate information, appropriate education and resolution to their specific problem

  • Reliably follow up with members on issues that were not able to be resolved during a single contact

  • Be empathetic to member concerns and show a sincere desire to serve

  • Successfully be able to balance eBay expectations with member expectations

  • Understand how to respond to the following escalated issues

  • Understand funds availability and their policies

  • Demonstrate a high level of patience and empathy

  • Investigate moderately complex issues and make informed decisions and judgments as a result

Requirements

  • Strong background in customer service required, preferably in a call centre, internet, online shopping, or financial field

  • Must have strong analytical and problem solving skills

  • Must have the ability to multitask

  • Must be able to type 25+ words per minute

  • Must have excellent verbal and written communication skills

  • Proficient in Microsoft Office

  • Working knowledge of the eBay site is a plus

  • Conflict management skills and ability to deliver difficult messages verbally

  • Research and investigate information quickly, view information from alternative perspectives

  • Analyze and categorize information that may not easily be interpreted at a glance

  • Show empathy while being compliant with eBay policies

  • Show confidence and compassion when relaying a tough message

  • De-escalate frustrated customers through active listening and a focus on resolution

  • Proactively educate with a desire to prevent future negative experiences

  • Must be comfortable viewing/discussing adult theme items that could be considered graphic or offensive in nature

What we offer?

  • Be a part of a team that helps to shape the shopping experience of the future

  • A supportive environment that allows our employees to thrive and learn

  • European Headquarters based in Blanchardstown, Dublin 15, only 15 minutes from the thriving Dublin City – a subsidised bus service is provided

  • Our benefits ensure you are well taken care of with quality health and wellness programs including free site gym!

  • An opportunity to be a part of a community that has been consistently voted one of the Best Workplaces in Ireland and Europe

eBay Benefits!

  • 25 Days Holidays

  • Healthcare Plan

  • Life Assurance

  • Pension Plan

  • Educational Assistance

  • Free Gym

  • Subsidised Canteen

  • Employee Discounts

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.