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Position Summary
GEO Teammate is responsible in partnering with eBay customers to help navigate and resolve their queries and/or escalations across all lines of business – Buy / Sell / e2M / M2M, which result in making them feel great about eBay. Contacts include inbound phone calls, outbound phone calls and email.
Responsibilities
▪ Engage with eBay customers via inbound phone/chat/email to help resolve and/or navigate successfully through buying and selling related queries and/or processes on our site. This includes but not limited to
‒ General question and/or troubleshooting on account management, buying
and selling processes on our platform
‒ General question and/or troubleshooting on our tools, policies, pro
grammes and campaigns
▪ Engage with eBay customers through risk and trust related queries, processes and/or appeals on our site. This includes but not limited to
‒ Account security & management, common account issues (e.g., restric
tions, suspensions, payment holds, identity verification etc)
‒ Listing issues with their account driven by specific actions that eBay has
initiated as a result of site policy, procedure, or list practice violations.
‒ Buyer rules & policies (e.g. buyer risk management, bad buyer experiences)
‒ Seller rules & policies (e.g. high risk accounts, fraud, and appeals)
‒ Research and evaluate each customer’s listing, account and situation to
provide accurate information, appropriate education and resolution to their
specific violation, problem or concern
▪ Reliably follow up with customers on issues that were not able to be resolved during a single contact. Be empathetic to customer concerns and display a sincere desire to serve
▪ Hold oneself accountable to policies, metrics, processes and standards. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores
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