eBay Announces Plan to Consolidate North America Customer Service Operations

eBay, the world’s largest e-commerce marketplace with 88 million active users, announced plans to consolidate its North America customer service facilities. The action is expected to capture efficiencies, expand support to customers and facilitate the delivery of new service programs focused on improving the eBay customer experience.

The consolidation will result in the closure of eBay’s Vancouver, Canada facility. The Vancouver facility, which employs approximately 700 customer service agents, is expected to close by Sept. 30, 2009. It is eBay’s intent to increase the number of employees at its Salt Lake City facility, which currently employs more than 900 customer service agents, and at certain other facilities globally.

"We are working aggressively to deliver a better customer experience for eBay buyers and sellers," said Chad O’Meara, vice president, Customer Service, eBay Marketplaces. "While it is a difficult decision to close our Vancouver facility, we believe that consolidating our North America customer service operations will help accelerate our efforts to continually exceed buyer and seller expectations."

The company expects to maintain current support levels and does not anticipate any disruption to service as a result of this change. eBay’s customer support operations within its payments and communications businesses, PayPal and Skype, will not be impacted.

eBay Marketplaces is focused on strengthening customer service provided to sellers and buyers. The consolidation of service centers will enable eBay to improve first-contact resolution for all U.S. customer service needs, strengthen top seller account management and expand recently introduced phone support.

 [May 6, 2009]

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