Customer Service Social Teammate

Job Description

Looking for a company where you can shape how the world buys, sells, and gives? Where you’ll be supported in challenging convention, taking risks, and innovating? Where 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? Where you can just be yourself, do your best work, and have a meaningful impact? If so, we’d love to talk to you!

The eBay GCX Customer Service Social teammate is responsible for the monitoring and management of the eBay’s overall Social Engagement strategy through designated social channels. They will moderate, engage, and respond to the Community, providing excellent quality of service and managing overall brand perception.

Please note this role requires a second language in Italian and/or French.

Key Responsibilities:

• Monitor Social Media channels responding to customer escalations and customer service issues through all Social Media channels in a high-risk public environment.
• Drive and own change through insights and coaching analysis
• Handle executive level social media contacts, and high- profile Public Relation and Marketing requests
• Analyze company perception across Social Media platforms, follow protocol in escalating issues to leadership as well as other departments as needed.
• Monitor trends and collect data; define set of relevant keywords and keyword combinations to be used for analysis through Social Media channels.
• Partner with internal and external stakeholders, and readout regularly on progress
• Resolve member concerns, including executive escalations occurring on social media, taking appropriate action
• Be a customer advocate, waking up thinking about how you are going to satisfy our customers while supporting our business strategy.
• Offer single point of contact support including eMBG , technical issues, billing, GSP inquiries, standards and policy related questions
• Ensure work is being completed within service level and actively driving for improvement
• Work to ensure a positive, consistent, and seamless customer experience
• Partner with business units, seller communications, legal, PR, marketing and product teams to support their missions ensuring consistency and voice and cultivating a strong community around our social platform
• Analyze company perception across Social Media platforms, and follow protocol in escalating issues to leadership and/or other departments
• Document Insights and coaching for tracking – Analyze and compile reports to be shared with all levels of the company
• Troubleshoot any customer problems related to the eBay platform, offering solutions and recommendations
• Identify opportunities and threats in user-generated content
• Identify problems or errors and escalate correctly
• Demonstrate communication effectiveness through social media channels
• Maintain high performance metrics with a focus on the member experience-CSAT

Key qualifications:

• 2-5 years of customer support, communications or related field required.
• Ability to research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance
• Excellent verbal and written communication in English
• Excellent verbal and written communication in either Italian and/or French
• Ability to work in a fast-paced environment while being organized and using your time efficiently
• Ability to multi task
• M2M/Buy/Sell background required
• Strong knowledge of the eBay social media world preferred.
• 1+ year of extensive personal or professional experience with social media required. Solid understanding of the social media universe including but not limited to: Facebook, Twitter, YouTube, Forums, and Blogs

eBay Benefits:

• Basic Salary of €35,000
• 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.... plus lots more!

eBay Culture

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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.

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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.

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