Customer Experience

3 days ago

Sydney, Australia eBay Inc. Full time

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with.

**About the role**:
**About the team**:
Looking for a global ecommerce leader where you can shape how the world buys, sells, and gives? If you said yes, eBay wants to talk to you. Where you can just be yourself, do your best work, and have a significant impact for people across the globe.

Our team is responsible for the authentication experience at eBay. We know that buyers want the real deal and eBay’s Authenticity Guarantee provides peace of mind when shopping for sneakers and handbags.

We live a one-team culture and collaborate to bring the best experiences to our customers. We’re a fast-paced and agile workplace backed by a fun and supportive environment that is focused on helping our people learn and grow their careers faster than anywhere else.

**Day-to-day responsibilities**:

- Exceptions management for current categories [Sneakers & Handbags] & new categories
- Managing and resolving issues with inventory coming from our Seller to the Authenticator and coordinate with the relevant stakeholders
- Managing and resolving other operational and technical issues that arise between the Authenticator and eBay
- Warehouse management incl but not limited to Receiving, Shipping and State of Warehouse
- Supervises the Exceptions and Warehouse Teams
- Capacity planning across Warehouse & Exceptions Teams
- Responsible for creating a good working relationship with GCX to ensure exceptions are resolved quickly and efficiently
- Leads the productivity measures/critical metrics for the respective functions - warehouse & exceptions
- Handles any last minute changes with carrier when Ops Mgr is unavailable
- Identify overall process improvements & enable efficiencies
- Contribute to knowledge management processes and tools
- Investigate missing or wrong information between eBay and our Partner, which is holding up our Partner’s ability to process transactions
- Research and track shipping issues (e.g. No tracking number/shipping query etc.)
- Coordinate technical issues between eBay, our Authentication Partner, and other 3rd party Partners who run the operational tools
- Will be responsible for communicating with Buyers and Sellers occasionally, on behalf of the eBay stakeholder to achieve a satisfactory outcome
- Take ownership of individual customer queries from start to finish, liaising with internal stakeholders to ensure positive outcomes for our customers
- Flexible and willing to support other areas across the business as they come up

**The person we’re looking for**:

- Strong written and verbal communication skills, as well as strong analytical and problem-solving skills.
- Comfortable with google sheets/MS Office
- Meticulous, strong research, and logical thinking skills
- Customer-centric and ability to adapt/respond quickly to different situations
- Maintaining a high level of customer focus in many different and complicated situations
- Passion for handbags, sneakers, technology and helping others succeed
- Ability to recognise current trends within the industry and suggest ways to improve the overall customer service experience
- Must be available and willing to work extended hours as needed, including weekends and holidays, to meet business needs.

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

We celebrate diversity at eBay

LI-DW

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