Overworked and underpaid - Recensione dipendente - Customer Service Representative presso eBay

The metrics are horrible. Especially Resolution. They want you to resolve every call but the kicker is that you cannot because of policies. Agents receive a survey which is then used on their metrics which puts agents on plans then fired if not improved. If agent receives a no on the survey for resolving the customers issue the agent suffers immensely. Policies prevent agents from resolving many issues. Customer blame the company for not receiving their item when the company/agent has no control over the sellers actions or the carrier. eBay needs to change the survey because sellers and buyers use it to complain about the company and the agents suffer on their metrics because of it. The year I left we had 7 people quit on our team in one quarter because of this mess. They will also put more work on you without increasing pay. eBay policies are massive and while they make sense, employees should not suffer because of them on their surveys that count as 60% of the agents metrics.