eBay Inc Hiring for Spanish Work From Home Second Level Escalation Agent Job at Dublin , Ireland Full Time

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you!

Whether you are buying new or used, plain or luxurious, commonplace or rare, trendy or one of a kind, if it exists in the world, it probably is for sale on eBay. Our mission is to be the world’s favourite destination for discovering great value and unique selection. We give sellers the platform, solutions, and support they need to grow their businesses and thrive. We measure our success by our customers’ success. We employ fantastic people who do important work that has a tangible impact on the lives of individuals all over the world. We aspire to make extraordinary things possible for each other, for our customers, and for you.

About the team:

The EEC CARE team is required to provide best-in-class customer service while handling customers, internal teammates and strategic partner’s queries and appeals, in order to ensure resolution and satisfaction for customers. The team acts as a main link between our overflow partners and the wider eBay Inc. organization and provides escalation support as well as guidance and coaching to our partners. A commitment to a high-quality customer experience at all times is essential. The right candidate must be able to show empathy while being compliant with eBay policies, and provide our stakeholders with accurate responses to their questions in both a quick and helpful manner. Tracking queries and providing feedback to key stakeholders is an integral part of this role. The right candidate will have a high degree of independence and flexibility and exhibits strong communication and analytical skills.

You Will:

• Take full ownership of escalation cases by directly answering customer queries with the aim of successfully delivering difficult messages to members or solving complex queries and provide first-time resolution whenever possible
• Provide SME support to overflow partners in handling difficult queries via chat/tracker and Outlook
• Escalate cases to the relevant internal teams/departments according to SOPs when necessary
• Act as POC for any particular initiatives impacting FRITES and HIPO markets, as well as for escalations from stakeholders, such as – but not limited to BU, Billing, Legal, Social Media, OotP and MSO
• Act as SME to review actions to be taken on high profile accounts / permission exceptions
• Be able to identify and escalate issues on the site, raising the relevant ticket and cascading information down to relevant teams/stakeholders
• Identify improvement opportunities and provide feedback and guidance to coaches, team leaders and learning org both in-house and at overflow partners by holding conference calls with them when required
• Track and analyse queries/escalations with the corresponding output/resolution & provide insights on escalation drivers/trends as well as on overflow partners’ performance to EEC Leadership Team and CE team
• Provide feedback to EEC Leadership Team, CE team and other relevant teams/departments on emerging issues, including identification of trends & actionable barriers to members’ satisfaction, with a view to improve the overall customer experience for existing and future members
• Highlight opportunities to improve process and policy and make recommendations to the relevant SME’s
• Support content improvement suggestions for the relevant market, including but not limited to KB and Help Pages
• Identify opportunities to improve the quality of email templates
• Support ad hoc tasks such as translations, projects, inbound/outbound campaigns, etc.
• Continually display initiative to take on additional responsibilities towards professional growth
• Independently use all channels to stay informed with regards to department specific knowledge
• Deliver core metrics including, but not limited to, customer metrics, productivity and effectiveness

You Are:

• Ability to learn quickly & open to change
• Ability to multi-task & work under pressure in a fast-paced environment
• Strong analytical & problem-solving skills
• Creative thinking in devising solutions for customers’ concerns or issues
• Strong communication skills, including compassion, active listening, and an ability to express yourself professionally both verbally and in writing
• You have a positive attitude towards your work
• Personally experienced with buying and selling on eBay
• Experienced in high level customer service (5yrs plus is preferred)

eBay Benefits

• Basic Salary of €32,240
• Quarterly Bonus Plan
• Discounted Express Bus City Centre – eBay
• 25 days Holidays
• Educational Assistance
• Healthcare Plan
• Life Assurance
• Pension Plan
• Discounted Canteen
• Free Gym
• Sabbatical every 5 years

https://www.ebaybenefits.com/irl/

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Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

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 protected]. We will make every effort to respond to your request for disability assistance as soon as possible.