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 values in all interactions.

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

• Conduct real-time coaching on customer interactions, addressing day-to-day workflows as they occur.

• Implement scheduled coaching sessions that focus on formal coaching utilizing the Action Plan to improve teammate behavior.

• Mentor teammates to facilitate a seamless transition from the training environment to daily operations.

• Provide constructive feedback to relevant groups, ensuring they are informed with the necessary updates (Customer Insights, Content, Knowledge Base, Help pages), while documenting trends observed during coaching sessions.

• Collaborate with the Quality Assurance and Learning teams to identify areas for improvement and trends that can enhance teammate performance.

• Compile findings and recommendations to share with team leaders and managers for use in performance evaluations.

• Develop expertise as a Subject Matter Expert and Change Champion: act as a key resource and influencer regarding policies, processes, tools, and related topics.

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

• Exemplify effective change promotion and adoption.

• Support the team leader with team activities, including leading new or ongoing projects/programs, process design/optimization, cross-functional communication, staffing, and other responsibilities assigned by the team leader.

⛳️ Requirements

• Minimum of 3 years of customer support experience required, along with at least 1 year of formal or informal coaching experience.

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

• Passionate about coaching and enhancing the capabilities of teammates.

• Strong analytical mindset with troubleshooting skills, capable of analyzing information, diagnosing issues, and recommending suitable solutions to leaders.

• Proven ability to thrive in a fast-paced, multicultural, global organization while building strong, trust-based relationships with colleagues.

• Ability to maintain high performance levels and service excellence while managing a heavy workload in a collaborative team atmosphere.

• Serve as a role model in effectively promoting and adopting change.

• Exceptional de-escalation skills.

• Highly effective decision-making capabilities.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible working hours

• Professional development opportunities