Merchant Support Teammate Italian Market

The Italian Merchant Service Operations (MSO) team at eBay is seeking a Merchant Support Teammate to partner with Italian customers, remove barriers, and build loyalty. This role involves providing premium, one-stop service to top sellers, becoming an expert in areas like buyer protection, policy, billing, GSP, and seller standards. The teammate will interact with sellers via phone and email, focusing on understanding their business needs, taking ownership, and driving seller profitability.

Must Have

• Provide premium, one-stop service to top sellers.
• Be an expert in buyer protection, policy, billing, GSP, seller standards, selling limits, account development.
• Interact with sellers via phone and email.
• Apply judgment to resolve complex issues.
• Coach members on marketplace policies.
• Troubleshoot and offer solutions for platform-related problems.
• Accurately use systems and track customer details.
• Understand customer priorities and anticipate needs.
• Act with empathy and advocate for customers.
• Be a disciplined self-starter with a flexible approach.
• Support passionate customers and deliver positive outcomes.
• Manage time diligently.
• Collaborate with peers and top sellers.

Perks & Benefits

• Salary €40,040
• 6% on-target Yearly Bonus Plan
• 5% Language Differential
• 25 days annual leave
• Educational Assistance
• Healthcare Plan & Life Assurance
• Pension Plan
• Discounted Canteen
• Free on-site Gym
• Sabbatical every 5 years

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:

Italian Merchant Service Operations (MSO) is dedicated to partnering with our Italian customers to remove barriers and create loyalty to the eBay marketplace through working to understand the needs of seller businesses, taking ownership, and driving seller profitability

In this role you will interact with our top sellers providing a one-stop shop, premium service experience and be an expert in areas like buyer protection/seller, policy, billing/credits, GSP, seller standards, defect reviews, selling limits and account development.

You will do this through inbound/outbound phone interactions and email.

What you will accomplish:

• You will be viewed as a subject matter expert by your peers, with full proficiency in one or more of areas such as selling limits, buy, sell, eMBG, growth.
• Apply judgement when deviating from a standard routine, identify patterns from partial or conflicting information to identify the accurate resolution, and act with empowerment when appropriate. Use judgement in coaching our members regarding marketplace policies to ensure an optimal outcome.
• Express a genuine curiosity about helping the customer improve their eBay business and provide exceptional customer service.
• Troubleshoot, offer solutions, and provide recommendations for any customer problems related to the platform.
• Accurately use our systems to get the right solutions and keep track of the customer details.
• Understand customer priorities and identify key improvement areas while anticipating the needs of our customers and always act with the customer in mind, providing empathy at all times. Be a customer advocate, waking up thinking about how you are going to satisfy our customer every day.

What you will bring:

• A disciplined self-starter who is driven, motivated, proactive, and effective at solving problems with a flexible approach, supported by a strong commercial or sales background.
• Experienced in supporting passionate customers and delivering positive outcomes, using strong analytical skills to understand needs and recommend solutions.
• Excellent at managing time and consistently diligent in your work, with the ability to use AI tools effectively to enhance productivity and decision-making.
• Flexible and independent while also demonstrating strong teamwork; confident handling any eBay customer issue and experienced in both buying and selling on eBay.
• Fluent in Italian and English with strong communication and commercial skills, and the ability to work with top sellers and peers to resolve challenges collaboratively and identify growth opportunities.
• Well-organised, able to research solutions thoroughly using data and AI-driven insights, and committed to providing clear follow-up for members.

eBay Benefits

• Salary €40,040
• 6% on-target Yearly Bonus Plan
• 5% Language Differential
• 25 days annual leave
• Educational Assistance
• Healthcare Plan & Life Assurance
• Pension Plan
• Discounted Canteen
• Free on-site Gym
• Sabbatical every 5 years…. plus lots more!!

If this sounds like the job for you, then apply now!

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