Italian VIP Buyer Support Agent

At eBay, we're more than a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work - every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers - and help us connect people and build communities to create economic opportunity for all.

Important Information:

• You must be located within the Republic of Ireland to be considered for this role.

Why us?

Here at eBay we are passionate about creating the best experiences for our customers. We are also passionate about creating the best experience we can for you. We have built an authentic culture where you can bring your whole self to work. We provide mentoring and ongoing coaching to our new hires. We promote a culture of listening, learning and growth. Within this role you will have the opportunity to deliver extraordinary impact through inclusive collaboration. Our dynamic, fast paced environment is constantly evolving and makes eBay an exciting place to work which we hope will truly inspire you!

• Basic Salary of €36,400
• Quarterly Bonus Plan
• 5% Language Differential Bonus
• 25 days Holidays
• Educational Assistance
• Healthcare Plan
• Life Assurance
• Pension Plan
• 3 Months Paid Parental Leave
• Sabbatical every 5 years

Visit to view all the benefits : eBay Benefits

About the team:

This is an exciting opportunity to work with a new team. This team has dual responsibility and will be responsible to de-escalate customer queries transferred from our outsource team and take care of our most valuable buyers.

You will be responsible for solving our customers' queries across all aspects of the eBay platform.

Contacts include mainly inbound phone calls, outbound phone calls and email.

Key Responsibilities:

• Act as a customer advocate educating and helping members navigate and use eBay
• Provide excellent customer service in a fast paced environment
• Ability to make the right decision keeping the customer and the company in mind
• De-escalate calls while delivering difficult messages to customers in a way that builds a positive member experience
• Maintain high performance metrics with a focus on the Customer Experience
• Involved in all aspects of customer service, answering questions and working with customers to solve their problems in the quickest, simplest and fasted way possible.
• Thoroughly and efficiently capture customer information, investigate and fulfil customer needs and educate the customer where applicable to prevent re-contacts.
• Explain how to use account features, assist with solving customer concerns/issues, and trouble shoot problems
• Show flexibility in supporting the business with extra tasks when required
• As we are launching a new program there will be some additional requirements:
• Help the program sponsor to build a service that supports the needs of our most valuable buyers.
• Provide insights to improve customer experience and help drive buyer loyalty.
• Deliver campaigns to shape the success of the program

Key qualifications:

• Excellent verbal and written skills in Italian and English
• Ability to work in a fast-paced environment while being organised and using your time efficiently
• Ability to multi task
• 1+ years call centre experience
• Resident in the Republic of Ireland
• Eligible to work full time in Ireland
• Interested in e-commerce and have an understanding of eBay
• Passionate about customers and customer experience
• Great at connecting with people and building relationships
• Resilient and not afraid of challenging conversations
• Technology-friendly and used to computer systems and applications
• Adaptable to a dynamic and ever evolving workplace

#JobsIE
#indeedEMEA
#LI-AV1

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