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Italian Customer Support Teammate in Ireland

eBay

As part of our Italian Community Phone support team, you will be supporting the needs of both Italian buyers and sellers on eBay. We work both proactively & reactively. As a direct point of contact for our customers, you will represent us to a very high standard of professionalism.

Responsibilities:

  • Answer phone and email enquiries from eBay Top Traders
  • Build and sustain an extremely high level of skills centred on sophisticated customer handling and superior communication
  • Express a significant capacity to troubleshoot all products related to the eBay & PayPal platforms and clearly offer solutions or recommendations
  • Own customer issues to the point of resolution, keeping Top Traders updated throughout
  • Ensure all information related to customer issues is logged and tracked
  • Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind
  • Promote & encourage best practice on eBay
  • Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR's, Shipping, Policy, etc)
  • Be an advocate and ensure satisfaction of the Top Trader group
  • Provide up-selling, cross-selling and account retention services as directed or needed
  • Achieve Quality, Satisfaction & Metric driven Targets as set out by Supervisor
  • Utilize discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer
  • Ensure you keep up-to-date with all relevant updates/new features by keeping up-to-date with outlook emails/team updates etc.
  • Establish relationships and closely coordinate with your team, supervisor, manager and various departments to completely resolve inquiries
  • Minimum of 1 year previous customer service experience within a call centre/call handling environment is essential
  • A proven ability to deal with challenging customers and situations
  • Must be proven performer in achieving metrics
  • An excellent communicator with the ability to build and maintain strong working relationships
  • Ability to work in a phone based customer focused, target-driven environment
  • Proven problem-solving skills and experience in delivering practical solutions
  • A high degree of flexibility, team spirit and independence
  • Technical skills: familiar with working on the Internet with a working knowledge of Microsoft Office programs such as Outlook, Excel and Word.
  • Available to work evening and weekend shifts
  • General understanding of eBay- it is an advantage if you are a buyer or seller on eBay

  • Bachelor degree or equivalent
  • Fluency in Italian both spoken and written is essential.
  • Fluency in English also a must have.
  • Must be proven performer in achieving metrics
  • Eligibility to work in Ireland

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