Coach, GC MSO team

Join to apply for the Coach, GC MSO team role at eBay

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Position Summary

Coach is responsible to drive performance improvement through integrated and real‑time coaching. The role of a Coach will support the Team Leader and Manager by coaching Teammates on the Basics as well as motivating them to become the best. The Coach will serve as a Subject Matter Expert on the team in various areas such as knowledge, product / policy changes, productivity, resolution, and satisfaction techniques as we all as how to de‑escalate calls. They will also serve as new hire mentor to help them acclimate to the team.

Responsibilities

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction.
• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.
• Perform integrated coaching on customer interactions in real‑time, on‑the‑spot, day to day workflows.
• Perform scheduled coaching — formal coaching focusing on the Action Plan is used to coach Teammate behaviour.
• Mentor Teammates to ensure a smooth transition from the learning environment to daily production.
• Provide feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions).
• Work with the QA and Learning teams to help identify gaps and / or trends to enhance performance of the teammates.
• Summarize findings and recommendations and forward to team leader and managers to use in performance assessments.
• Develop self as Subject Matter Expert and Change Champion : Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics.
• Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related topics.
• Be an example of effectively promoting and adopting change.
• Assist team leader on team’s work including lead new / existing projects / programme, process design / optimize, cross‑function communication, staffing and other duties assigned by team leader.

Position Qualifications

Location

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Senior Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Technology, Information and Internet

Referrals increase your chances of interviewing at eBay by 2x.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay 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 have a need that requires accommodation, please contact us at We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.

#J-18808-Ljbffr