Coach, GC MSO Team

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eBay

WebsiteLinkedInAll Job Openings

10,000+ employees

🛍️ eCommerce

🏪 Marketplace

💰 $1.1G Post-IPO Debt - eBay on 2022-11

eCommerce • Marketplace

eBay is a global online marketplace that connects buyers and sellers through auctions and fixed-price listings. The platform hosts consumer-to-consumer and business-to-consumer transactions across a wide range of categories, including collectibles and live-streamed commerce (eBay Live). eBay runs promotional events and charity auctions, maintains a worldwide office footprint with hybrid work options, and emphasizes community and economic opportunity for its users.

📋 Description

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction. • Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics. • Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows. • Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour. • Mentors Teammates to ensure a smooth transition from the learning environment to daily production. • Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions) • Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates. • Summarize findings and recommendations and forward to team leader and managers to use in performance assessments. • Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics. • Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related. Topics. • Be an example of effectively promoting and adopting change • Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

🎯 Requirements

• 3+ years of customer support experience required and 1+ years experience in formal / informal coaching. • Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese. • Skilled and passionate about coaching and developing teammate capabilities. • Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders. • Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues. • Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment. • Be an example of effectively promoting and adopting change. • Excellent de-escalation skills. • Highly effective decision making skills.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible working hours • Professional development opportunities