AG Premium Services Specialist

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were 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. Were 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.

Authenticity Guarantee (AG) Premium Services Specialist

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were 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. Were in this together sustaining the future of our customers our company and our planet.

Position Summary

As a Seller Support & Authenticity Guarantee (AG) Premium Services Specialist you will play a critical role in delivering exceptional support to eBay sellers including high-value and AG sellers. You will engage with customers through multiple channelsphone and emailproviding timely professional and solutions-oriented assistance. This role combines proactive and reactive support strong issue ownership and close collaboration with global and regional partners to ensure a seamless seller experience and high levels of customer satisfaction.

You will act as a trusted advisor to sellers advocate for their needs internally and contribute to continuous improvements in support processes while upholding eBays customer-first mindset.

Key Responsibilities

• Provide high-quality seller support via phone and email with a strong emphasis on professional phone call handling

• Manage reactive and proactive inquiries from high-value sellers including Authenticity Guarantee (AG) sellers

• Own seller issues end-to-end ensuring timely resolution and clear communication throughout the process

• Troubleshoot issues related to eBay products features policies and services and provide clear solutions or recommendations

• Handle complex cases complaints and escalations coordinating with internal teams as needed

• Proactively support seller account health including outbound communications when required

• Build and maintain strong trustworthy relationships with sellers by demonstrating empathy professionalism and expertise

• Act as an advocate for sellers while balancing business needs policies and risk considerations

• Accurately document log and track all seller interactions and issue details

• Collect seller feedback and identify trends risks and improvement opportunities

• Propose and contribute to improvements in support processes tools and workflows

• Provide up-selling cross-selling and account retention support when appropriate

• Collaborate closely with internal stakeholders such as technical teams policy teams operations business units and the global authentication hubs

• Achieve individual and team quality satisfaction productivity and metric-driven targets

• Use sound judgment and discretion to resolve seller issues effectively while driving positive outcomes

• Perform related duties as assigned

Qualifications & Requirements

Experience

• Minimum 23 years of experience in a customer support or customer service role

• Proven experience providing customer support via email and phone calls including handling inbound and outbound calls in a professional environment

• Experience supporting high-value customers or handling complex cases is a strong advantage

• Experience in an office hybrid or WFH support environment preferred

Skills & Competencies

• Excellent verbal and written communication skills both in Japanese and English with the ability to adapt communication style to different customer profiles

• Strong email and phone presence with the ability to build rapport de-escalate issues and resolve concerns effectively

• Demonstrated ability to handle challenging customers and sensitive situations with professionalism

• Strong problem-solving and analytical skills with a customer-centric mindset

• Ability to multitask prioritize and manage time effectively in a fast-paced environment

• Proven ability to meet or exceed performance metrics and quality standards

• Collaborative team player with the ability to work cross-functionally

• Self-driven proactive and adaptable to change

• High level of ownership accountability and attention to detail
  

Technical Skills

• Comfortable working online and using customer support tools

• Proficiency in Microsoft Office applications (Outlook Excel Word)

• Familiarity with online communication tools (e.g. Slack Zoom) is an advantage

• Typing speed of 25 words per minute

Language Requirements

• Native or fluent level written and verbal Japanese

• Business-level written and verbal English

• Additional languages are a plus

Education

• Bachelors degree or equivalent practical experience

Additional Requirements

• General understanding of eBay is preferred; being an eBay buyer or seller is an advantage

• Ability to work in a hybrid work environment including required on-site presence

• Must be eligible to work in Japan and complete required background checks

• Foreign nationals must already have the work visa/status at time of application.

Work Environment & Notes

• Hybrid work model (on-site and work-from-home); full remote work is not available

• Staggered working hours available within defined time ranges - 9AM-6PM

• Compensation will be determined based on experience and qualifications

• Must take a background check before joining eBay Japan.

Please see the Talent Privacy Noticefor information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

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 you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.

The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site you agree to our use of cookies. Visit our Privacy Center for more information.