GCPO APAC Teammate

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Position Summary

Global Customer Protection Operations (GCPO) APAC Teammate is responsible for resolving member escalations across all lines of GCPO business by investigating and evaluating appeals based on customer facts and eBay policies, making account status and appeal decisions, communicating with and representing the eBay organization. Successful candidates are expected to be focused on policy enforcement, site security and risk assessment. This position will interface with all levels of employees, customers and Business Units, including legal representatives, and regulatory agencies. Successful candidates will possess a strong sense of customer advocacy, strong ability to resolve issues for distressed customers, and have the ability to balance any potential impacts to the business.

Responsibilities

• Responsible for resolving customer escalations across all lines of GCPO business. Contacts include phone calls, hard copy and email communications.
• Responding to and dealing with regulatory concerns.
• Investigative work.
• Dealing with sensitive topics.
• Resolution is policy driven with minimum room for own decisions.
• Following site policies, most calls involve explaining policies or processes.
• Assist team leader on team’s work including lead new / existing projects / program, process design / optimize, cross function communication, staffing and other duties assigned by team leader

Typical Contacts

Position Qualifications

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