Coach, GC MSO Team

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Champion eBay's Cultural Values and ensure that team members embody these principles in every interaction.

• Guide team members on behaviors, action plans, and job knowledge to enhance customer satisfaction and productivity metrics.

• Conduct integrated coaching on customer interactions in real-time, addressing day-to-day workflows on the spot.

• Facilitate scheduled coaching sessions, focusing on formal coaching that emphasizes action plans to improve teammate behaviors.

• Mentor teammates to ensure a seamless transition from the training environment to everyday production activities.

• Provide feedback to relevant groups, ensuring they are updated with necessary information (Customer Insights, Content, Knowledge Base, Help pages, and documenting trends from coaching sessions).

• Collaborate with the QA and Learning teams to identify gaps or trends that can enhance teammate performance.

• Summarize findings and recommendations to share with team leaders and managers for performance evaluations.

• Develop oneself as a Subject Matter Expert and Change Champion, serving as a valuable resource and influencer regarding policies, processes, tools, and other related topics.

• Stay informed about knowledge and upcoming changes in tools, products, policies, and other related subjects.

• Exemplify effective promotion and adoption of change.

⛳️ Requirements

• A minimum of 3 years of customer support experience is required.

• At least 1 year of experience in formal or informal coaching.

• Proficient in both Mandarin and English in speaking, writing, and reading, with the ability to read Cantonese.

• Possess a strong analytical mindset, skilled in troubleshooting, analyzing information, diagnosing problems, and recommending suitable solutions to leaders.

• Proven ability to thrive in a fast-paced, multi-cultural global organization and build strong, trust-based relationships with colleagues.

• Excellent de-escalation skills.

• Highly effective decision-making capabilities.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.

• Paid time off.

• Flexible working arrangements.