eBay German Speaking UK & DE Social Media 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.
In the eBay Social Media Service role, you will be responsible for the monitoring and management of the eBay’s overall Social Engagement strategy through all our social channels. They will moderate, engage, and respond to the Community, providing excellent quality of service and managing overall brand perception.
Monitoring Social Media channels and responding to customer service queries and problems. Responding and resolving escalations and customer service issues through all Social Media channels. Resolve member concerns off-line as needed including investigation and taking appropriate actions.
Be a customer advocate and create great experiences for customers – create promoters. Innovate to improve our social customer service offering through creation and implementation of pilots focused on social customer service. Work to ensure a positive, consistent, and seamless customer experience.
Act as a point of contact for customer suggestions. Gather insight and create business reports to be shared across all levels of the company. Work with internal teams sending feedback on policy/site changes. Highlight process improvements, policy adjustments and training opportunities to the appropriate teams.
Work with the business units, seller communications, PR, and production teams to support their respective missions, ensuring consistency in voice and cultivating a strong community around our Social platforms.
Analyze company perception across Social Media platforms, follow protocol in escalating issues to leadership as well as other departments as needed. Monitor trends, and collect data; define set of relevant keywords and keyword combinations to be used for analysis through Social Media channels.
2-5 years of customer support, communications or related field required; experience within eBay’s customer support organization strongly preferred.
1+ year of extensive personal or professional experience with social media required. Solid understanding of the social media universe including but not limited to: Facebook, Twitter, YouTube, Forums, and Blogs.
Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance
Show empathy while being compliant with eBay policies. Demonstrate confidence and compassion when relaying a tough message.
Identify opportunities and threats in user-generated content. Identify problems or errors and escalate correctly.
Excellent verbal and written communication in both English and German. Demonstrate communication effectiveness through social media channels. Proactively educate with a desire to prevent future negative experiences.
Ability to work collaboratively and effectively to deliver results in a highly demanding, fast-paced, team environment that requires flexibility and agility.
Strong analytical and problem solving skills with a deep attention to detail and exceptional follow-through
Experience in compiling and reporting of customer trends and/or insights preferred
M2M background preferred
German language required
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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at email@example.com . We will make every effort to respond to your request for disability assistance as soon as possible.
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