Customer Operations Specialist

eBay

2d • Remote

About The Position

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. About the team and the role: Caramel is thrilled to be joining the eBay group of companies. We are a car checkout platform that makes private party and independent dealer sales simple and safe, now under the eBay portfolio. We hire talented, driven people and enable them to flourish. We are hiring exceptional service-oriented Customer Operations Specialists to be the voice of the company with our customers and have the opportunity to put your thumbprint on Caramel support. Successful candidates will bring great work ethic and energy, with a consistent track record of identifying customer needs and successfully implementing solutions. What you will accomplish: Devote yourself to ensuring customer satisfaction Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty Assist with answering customer inquiries and problems by routing customer to the appropriate contact and or department Provide timely, empathetic support to customers through our Genesys software, handling incoming chats and emails with care and speaking with Caramel customers over the phone Build strong feedback loops between customers and internal teams to continually improve customer experiences Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness and enhance our customer Knowledge Base/FAQ to proactively address common queries and reduce ticket volume Identify and promptly resolve customer issues, collaborating with cross-functional teams as needed to deliver exceptional service

Requirements

• 2+ years of technology customer support experience with exceptional customer service skills
• Technology or automotive industries experience
• Proficient with or the ability to quickly learn an array of computer software and Microsoft office applications
• Effective communication skills via any means with individuals of any level internally and externally, employing a consultative approach
• Ability to help non-technical customers solve technical issues, employing sophisticated problem-solving and analytical skills

Nice To Haves

• Automotive industries experience and basic knowledge of automobile terminology and purchase and sale documentation preferred
• Bachelor’s degree or equivalent a plus

Responsibilities

• Devote yourself to ensuring customer satisfaction
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty
• Assist with answering customer inquiries and problems by routing customer to the appropriate contact and or department
• Provide timely, empathetic support to customers through our Genesys software, handling incoming chats and emails with care and speaking with Caramel customers over the phone
• Build strong feedback loops between customers and internal teams to continually improve customer experiences
• Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness and enhance our customer Knowledge Base/FAQ to proactively address common queries and reduce ticket volume
• Identify and promptly resolve customer issues, collaborating with cross-functional teams as needed to deliver exceptional service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees