AG Premium Services Specialist
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.
Authenticity Guarantee (AG) Premium Services Specialist
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.
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 channels—phone and email—providing 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 eBay’s 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 2–3 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
Bachelor’s 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.
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