I. GENERAL SUMMARY Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Customer Service Agents support and troubleshoot Product issues as well as assist in determining resolution for customers. Investigation of customer accounts, transaction logs, bank accounts, bank statements and other customer specific information is used to resolve issues.
II. SPECIFIC DUTIES
1. Respond to inbound service requests via telephone and email inquiries routed to Customer Support. 2. Assist prospective customers with product information and site navigation. 3. Demonstrate the ability to create, add, edit and troubleshoot our auction seller products, website seller tools, and all other products and services provided to eBay customers. 4. Develop and maintain cross functional proficiency within selected skill sets. 5. Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality. 6. Research and resolve inquiries verbally and in writing. 7. Route customers to appropriate queue when needed. 8. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues. 9. Responsible for attending ongoing training and developing knowledge in all areas of the department. 10. Attend company provided training and maintain compliance with all applicable regulations. 11. Accurately record time using the company tools. 12. Accurately record customer trends using the online tracking tool. 13. Perform related duties as assigned.
Job Requirements
1. Diploma holder or equivalent work experience preferred. 2. 6 months experience in a customer support environment preferred. 3. Experience in an Internet company, financial institution or transaction processor preferred. 4. Strong proficiency with the Internet, including the ability to explain Internet functionality to customers via telephone or email. 5. Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint. 6. Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack). 7. Ability to function in multiple telephone and email queues covering several product lines. 8. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer. 9. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills. 10. Ability to learn and adapt to new software technologies. 11. Good oral and written English skills. 12. Ability to develop and maintain professional working relationships with co-workers and peers. 13. Well-developed sense of urgency and follow through.
