Customer Service Representative
Sunnyvale, CA
Contracted
Entry Level
Title: Customer Service Agent
Location: Sunnyvale, CA (Hybrid)
Duration: Longterm Contract
Job Description
Key Responsibilities:
1. Efficient Client Support
Respond to clients' inquiries via hotline, email, and live chat, providing accurate
information, guidance, and timely resolutions to their concerns.
Maintain professionalism and empathy throughout all interactions, demonstrating a
strong commitment to delivering world-class customer service.
2. Complaint Management and Resolution
Thoroughly investigate and follow up on customer complaints, coordinating with
relevant internal departments to identify appropriate solutions.
Proactively escalate issues when necessary, ensuring prompt attention and resolution to
critical matters while keeping clients informed throughout the process.
3. Customer Feedback and Advocacy
Collect, analyze, and report on customers' opinions, preferences, and pain points,
serving as a vital link between clients and the business.
Promptly escalate urgent issues and suggest improvement opportunities to senior
management, contributing to continuous enhancement of our products and services.
4. Customer Satisfaction and Loyalty Enhancement
Develop and implement strategies aimed at increasing customer satisfaction, such as
personalized engagement initiatives, educational resources, or process optimizations.
Cultivate lasting relationships with clients by understanding their evolving needs,
anticipating challenges, and proactively offering tailored support and solutions.
Job Requirements
1. Experience and Industry Knowledge
A minimum of 1 year of solid experience in client servicing and account management,
Nice to have within the payment services industry or eCommerce marketplaces.
Demonstrated understanding of payment processing, online marketplaces, and related
regulatory environments.
2. Performance and Results Orientation
Strong focus on achieving business targets and delivering measurable results through
effective customer relationship management.
Customer-focused mindset, consistently striving to exceed expectations and drive
customer loyalty.
Location: Sunnyvale, CA (Hybrid)
Duration: Longterm Contract
Job Description
Key Responsibilities:
1. Efficient Client Support
Respond to clients' inquiries via hotline, email, and live chat, providing accurate
information, guidance, and timely resolutions to their concerns.
Maintain professionalism and empathy throughout all interactions, demonstrating a
strong commitment to delivering world-class customer service.
2. Complaint Management and Resolution
Thoroughly investigate and follow up on customer complaints, coordinating with
relevant internal departments to identify appropriate solutions.
Proactively escalate issues when necessary, ensuring prompt attention and resolution to
critical matters while keeping clients informed throughout the process.
3. Customer Feedback and Advocacy
Collect, analyze, and report on customers' opinions, preferences, and pain points,
serving as a vital link between clients and the business.
Promptly escalate urgent issues and suggest improvement opportunities to senior
management, contributing to continuous enhancement of our products and services.
4. Customer Satisfaction and Loyalty Enhancement
Develop and implement strategies aimed at increasing customer satisfaction, such as
personalized engagement initiatives, educational resources, or process optimizations.
Cultivate lasting relationships with clients by understanding their evolving needs,
anticipating challenges, and proactively offering tailored support and solutions.
Job Requirements
1. Experience and Industry Knowledge
A minimum of 1 year of solid experience in client servicing and account management,
Nice to have within the payment services industry or eCommerce marketplaces.
Demonstrated understanding of payment processing, online marketplaces, and related
regulatory environments.
2. Performance and Results Orientation
Strong focus on achieving business targets and delivering measurable results through
effective customer relationship management.
Customer-focused mindset, consistently striving to exceed expectations and drive
customer loyalty.
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