Merchant Growth Coach (Mandarin/English)

eBay; Malaysia; Vor Ort; MYR 48.000 - 84.000; Vollzeit

Zusammenfassung

eBay is seeking a Commercial Teammate (MSO Reactive) to support Greater China merchants, addressing daily operational issues by phone, email, or chat in Mandarin/English. You will collaborate with BU, Trust, and account management to drive seller growth and timely resolutions.

The role requires balancing policy, technical queries, and sales guidance, monitoring top sellers for quality and compliance, and escalating complex cases while maintaining robust relationships with customers and internal

Qualifikationen

• Bachelor degree and above.
• 2-3 years in customer service or e-commerce.
• Fluent Mandarin and English when interacting with sellers.
• Ability to read Cantonese when required to review ebay HK webpage.
• Excellent verbal, written and interpersonal communications skills.
• Ability to coach and manage stakeholders with professionalism.
• Strong empathy with merchants and customer-centric mindset.

Aufgaben

• Handle day to day reactive issues with GC merchants via inbound and outbound phone and email
• Act as a trusted advisor to merchants and account managers on defect review/removal, eMBG case review/auctioning, technical issues, reactive GSP inquiries, and standards and policy related issues that can impede sales growth
• Resolve issues for merchants of any ebay specific impediment to growth and sales (including defect reviews/removal, eMBG case review/action, technical issues, reactive GSP inquiries, standards and policy related issues)
• Coach merchants so that issues and policies do not impede their business in futures and helping them develop a proactive approach to avoidance (as opposed to resolution after the fact). Including adoption of eBay tools and/or best practices
• Closely monitor the top sellers’ performance on item quality, policy compliance, trading behaviors, shipping efficiency, and sales trend
• Interact with internal stakeholders, advisors, policy makers and technical teams to assist with speedy resolution
• Establish a trusting relationship between eBay and the customer while maintain a high level of detail and accuracy
• Be empathetic to customer concerns and display a sincere desire to serve with ownership through to resolution
• At times, use negotiation and influence to advocate on behalf of eBay and/or the customer
• Summarize and provide customer feedback to management
• Perform related duties as assigned
• Conduct Outreach activities (outbound phone and/or email)
• Training/OJT Lead: Provide training and mentoring new hires or low performers.
• Training/OJT Lead: Provide policy/product/process update with team
• Handle escalated complicated cases

Kenntnisse

Mandarin

English

Communication

Customer service

Cantonese

Ausbildung

Bachelor degree

Tools

MS Office

Jobbeschreibung

eBay is seeking a Commercial Teammate (MSO Reactive) to support Greater China merchants, addressing daily operational issues by phone, email, or chat in Mandarin/English. You will collaborate with BU, Trust, and account management to drive seller growth and timely resolutions.

The role requires balancing policy, technical queries, and sales guidance, monitoring top sellers for quality and compliance, and escalating complex cases while maintaining robust relationships with customers and internal