At a Glance
- Tasks: Resolve customer issues and track shipments in a fast-paced, ticket-based environment.
- Company: Join eBay, a global leader in ecommerce, transforming how the world shops.
- Benefits: Inclusive culture, career growth opportunities, and a chance to make an impact.
- Other info: Work in a dynamic environment with diverse teams and exciting challenges.
- Why this job: Be part of a passionate team driving innovation and connecting communities.
- Qualifications: Strong analytical skills, clear communication, and problem-solving abilities required.
The predicted salary is between 31500 - 38500 £ per year.
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: This role focuses on resolving customer-related issues through a ticket-based system supporting the Global Customer Experience (GCX) and Authenticity Guarantee teams. You will investigate cases, track inbound shipments, and ensure timely, accurate resolutions within service level agreements (SLAs). The role plays an important part in maintaining alignment across teams and supporting a consistent customer experience.
What you will accomplish:
- Investigate and resolve tickets related to disputes, claims, appeals, and shipment tracking within defined SLAs
- Act as a key link between GCX and Authenticity Guarantee teams to support issue resolution and information flow
- Track inbound shipments and provide accurate updates to internal stakeholders
- Apply problem-solving and conflict management skills to assess cases and support fair outcomes
- Maintain accuracy and attention to detail when reviewing cases and updating systems
- Manage workload effectively in a fast-paced environment with changing volumes and priorities
- Contribute to team performance by meeting quality, timeliness, and adherence expectations
What you will bring:
- Strong analytical skills, including the ability to gather and interpret data, identify trends, and present insights using tools such as Excel
- Clear written communication skills, with the ability to document findings and updates effectively
- Ability to assess complex scenarios and support balanced, outcome-focused decisions
- Experience navigating multiple systems and processes in a structured environment
- Strong problem-solving skills and the ability to work independently with sound judgement
- Effective time management skills, with the ability to meet SLAs and adapt to shifting priorities
- Comfort working in a ticket-based environment with high attention to detail
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 talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible.
Exceptions Associate employer: eBay Inc.
At eBay, we pride ourselves on fostering a vibrant work culture that champions innovation and inclusivity. As an Exceptions Associate, you'll be part of a dynamic team dedicated to enhancing customer experiences while enjoying opportunities for personal and professional growth. With our commitment to sustainability and community building, eBay offers a unique environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Exceptions Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at eBay Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like eBay Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Exceptions Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to eBay Inc.:Your cover letter is your chance to shine! Tell us why you want to work at eBay Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at eBay Inc.!
How to prepare for a job interview at eBay Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
