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eBay UK Customer Experience Team Leader in Dublin, Ireland

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organisations of all sizes. eBay Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and creativity, where you can be a member of 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 creating an ambitious and inclusive work environment, join eBay – a company you can be proud to be a part of.

About the team:

We are passionate about connecting buyers and sellers around the world and creating opportunities through commerce and technology! Our responsibilities include all aspects of eBay’s business in the EMEA region including eBay’s operations in major European markets -- UK, Germany, France, Italy, and Spain -- as well as driving growth in emerging markets such as Turkey.

Responsibilities:

Customer Experience Management

  • Ensure differentiated customer experience is at forefront of all department actions & work to actively enhance customer experience through implementation of required coaching, programs, systems or processes that provide positive impact to eBay community

  • Working as an integral part of the Fraud Operations team to ensure Customer Service metrics including Customer Satisfaction and Quality are met

  • Contribute to the organisation, execution and ongoing monitoring of key department performance metrics

People & Performance Management

  • Maintain excellent level of partnership by having a positive attitude, being encouraging in words and actions, embodying the core values of eBay

  • Create a phenomenal place to work - leading, motivating & developing team members

  • Responsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as required

  • Participate in the interview and selection process for new hires within areas of responsibility and centre wide as required

  • Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern

Operations Planning & Management

  • Anticipate future demands & develop plans accordingly - communicate any concerns as relevant

  • Contribute to the implementation of workflow process improvements

  • Ensure team members have the information they required to perform their role and understand their part in bringing the strategy to life

  • Ensure the team is adequately prepared for upcoming workflow, systems and/or procedural changes

  • Ability to make sound decisions & required judgement calls

Networking & Organisation Relationship Building

  • Establish relationships with other leaders throughout the organisation to ensure excellent information flow and feedback on impacts of process, policy and product changes

  • Work within teams to facilitate, enhance and improve eBay Culture and the business environment; ensure best practice sharing and information exchange takes place on all levels

  • Participate in special projects & perform other duties as assigned

Requirements:

  • 2 years Risk detection and/or Fraud prevention experience preferred

  • Prior experience managing & leading direct reports and/or examples of effective leadership of teams

  • 3+ years of customer service experience

  • Prior experience in contact centre preferred

  • Passion for outstanding customer service and quality focus

  • Passion for leading through change

  • Passion for coaching, managing & developing people

  • Strong organisational, communication, influencing and problem-solving skills

  • Positive attitude, the ability to work well with others and to meet and overcome challenges

  • Ability to balance multiple tasks and be detail oriented

  • Ability to develop and maintain professional working relationships with co-workers and peers

  • Ability to direct and motivate others

  • Ability to maintain highly confidential information

  • Excellent IT skills: Microsoft Office a pre-requisite and a good knowledge of Call-Centre or E-Mail Customer Support Software desirable

  • Leverage knowledge of fraud & violation trends to draw logical conclusions

  • Knowledge of applicable laws and regulations on fraud

  • Excellent analytical and process flow optimisation skills

  • Bachelors’ degree in Business Studies or related field

Benefits:

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 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/company/diversity-inclusion/

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 talent@ebay.com . We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see: EEO is the Law Poster (https://nam01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.dol.gov%2Fofccp%2Fregs%2Fcompliance%2Fposters%2Fpdf%2Feeopost.pdf&data=02%7C01%7Chdeep%40ebay.com%7C2441b0346f284dfc3f2508d860c76b04%7C46326bff992841a0baca17c16c94ea99%7C0%7C0%7C637365756919938525&sdata=uZM6fj7s%2F6mpqLJ5grM4zQDebMRMf2gvkW0VKzZBk0U%3D&reserved=0) and EEO is the Law Poster Supplement (https://nam01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.dol.gov%2Fofccp%2Fregs%2Fcompliance%2Fposters%2Fpdf%2FOFCCPEEOSupplementFinalJRFQA508c.pdf&data=02%7C01%7Chdeep%40ebay.com%7C2441b0346f284dfc3f2508d860c76b04%7C46326bff992841a0baca17c16c94ea99%7C0%7C0%7C637365756919943514&sdata=xS8iLNiXQbaWjUQrH9Vpi3AjGjVTEzAOQofhyfmgr74%3D&reserved=0)

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