They will promise you all the support in the world but especially working from home, this will never be fulfilled. Your left mostly on your own with no help, ESPECIALLY on weekends. Questions put into their online space are often skipped/missed and you often must pause issues that could have been dealt with quickly on the calls due to this. The Knowledge base they have in place is so expansive that it is extremely hard to find anything rendering it completely useless. Management play favourites - nothing new or exclusive to eBay.
If you have any sort of mental health issues, I would STEER CLEAR of eBay. Management will wave "mental health first aid training" around but this is mostly so they can deal with and identify for themselves anyone possibly struggling. This “training” is not helpful for anyone honest and upfront about existing issues. They do not actually help staff when there is a mental health issue.
Prepare to be abused on calls daily despite what they say, these calls are not few and far between. Members will scream abuse at you to try and get what they want, and you will have to get permission from management to end this call if you can get a hold of someone. Management are not on the same page at all and you will never get a straight answer from anyone. Some management will tell you to give 3 warnings and end the call but if you do this and someone else is on duty they'll more than likely tell you this is wrong and tell you something completely different.
Reading though some of the other reviews I am shocked to see that people thought the training was great. This for me was bare bones. Again, you cannot get a straight answer out of the trainers. They will answer questions with the same answers simply different phrasing. You go through 8 weeks training that means nothing other than “read the knowledge base” and then they push you in the deep end and wave from the shoreline while you drown. You only get a breather of 5 seconds in between calls which leads to burnout and stress. Management this 7.5 minute per call is achievable due to 60% of the department hitting it. They do not take into consideration that most of that 60% are in Bangalore and the Philippines where teammates do what they want to avoid the abuse and racism from the callers. This then leads to more abusive calls for team mates following the rules and policies. God forbid you would try and get some offline time for the back up of work you have from the lack of answers.
Expect management to throw you under the bus on escalation calls. They will tell you to advise management will tell the customer the same thing. This is a lie. Management do not want to take these calls live, even though this is stated as process in the KB.
If you have an issue, again specific to Working from Home, their IT team is less than useless. I had an ongoing phone issue that was fixed by a level 2 technician after a 30-minute phone call AFTER 2 WEEKS OF CHASING EVERYDAY.
Super short breaks. Two 15-minute breaks (sometimes an hour after you start) and one 30-minute break. This leaves no time to really do anything or get some fresh air.
The recruitment team did a fantastic job of selling the role as a dream, but it is more like a night terror. Customer surveys affect your bonus. It counts for 40% which is disgusting as this is not something within your control WHATSOEVER. Customers give you back CSATs for stuff totally outside of your control or thinking it is for another company and eBay refuse to remove them and you therefore do not get a bonus.
I had to leave this toxic waste pit of a company for my own mental health. NOTHING is worth putting yourself through this company. Work life balance is non-existent. Lots of late shifts and weekend work. AVOID AT ALL COSTS.
