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Robert Vega, Director FAC 18 / 2304 Whitis Ave. Stop G6200 78712-1508 • 512-471-7900

eBay, Customer Solutions Agent, Application Deadline, BTT Gateway Job ID 7496

Sat, November 30, 2013

Customer Solutions Teammates provide top notch customer service in a fast-paced multi-channel environment including inbound and outbound phone calls, email and chat. Top notch Customer Solutions Teammates will establish trust and relationships between eBay and the community while maintaining a high level of detail and accuracy. 
Customer Solutions Teammates are expected to operate in a predominately live contact environment, responding to a variety of incoming customer calls. They will be expected to utilize unparalleled problem solving and conflict resolution skills in their day-to-day tasks. Performance metrics include average handle time, average speed of answer, and after call work time as well as achieving high customer feedback scores. Support issues could include answering questions about eBay site functionality and policies, helping to troubleshoot and facilitate issue resolution. 

Job Requirements 


eBay Top Customer Care: 
· 2+ years of proven customer service experience required preferably in phone/chat/email environment 
· Business development or sales experience preferred 
· Strong work knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office, - Outlook, word, Excel) 
· Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers 
· Ability to multitask multiple systems, screens, and tasks during customer contacts 
· Must pass background/credit check to gain access to PayPal Admin tools 
· Can act in ways that seem contradictory; Is flexible and adaptable when facing tough calls; sets strong but flexible standards; is seen as balanced despite the conflicting demands of the situation 
· Use logic and methods to solve difficult problems with effective solutions; can see hidden problems; looks beyond the obvious and doesn’t stop at the first answer 
· Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; pushes self and others for results 
· Must make good decisions based on wisdom, experience and judgment 
· Learns quickly when facing new problems; versatile learner; open to change; enjoys the challenge of unfamiliar tasks 
· Easy to approach and talk to; good listener; builds rapport well 
· Acts with customer in mind 
· Has the functional and technical knowledge and skills to do the job at a high level of accomplishment 
· Widely trusted; viewed as a direct, truthful individual 
· Listens and checks before acting; tries to understand the people and the data before making judgments 
· Knowledge, skills, abilities, experience, and education required to perform job 
eBay Buyer Protection and eBay Trust and Safety: 
· 2+ years of customer service experience required, preferably in a call center, 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 be able to navigate the internet effectively 
· Must have top notch customer service skills to effectively resolve customer issues in one call 
· Must have excellent verbal and written communication skills 
· Proficient in Microsoft Office 
· Working knowledge of the eBay site is a plus 
· Your eBay and or PayPal accounts must be in good standing 
· 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 
· Make a decision based on information available 
· Follow written directions and relay talking points 
· Hold themselves accountable to policies, metrics, processes and standards 
· 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 
· Identify problems or errors and escalate correctly 
· 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

For more information, see BTT Gateway Job ID 7496. Application deadline 11/30/2013


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