B2B Customer Service Specialist (Long-term Contract)
Sunnyvale, CA
Contracted
Entry Level
Location: Sunnyvale
Employment Type: contract
About the Role
Our client, a global merchant payments and digital services provider, is looking for a customer-focused specialist for its Merchant Services & Support team. You’ll be the main point of contact for merchant clients: resolving their questions quickly, solving complex issues with internal teams, and building lasting client relationships.
What You’ll Do
- Client support: Answer merchant questions by phone, email, and live chat with accurate information and timely resolutions, staying professional and empathetic throughout
- Complaint resolution: Investigate and follow up on complaints, work with internal teams to find solutions, escalate critical issues, and keep clients updated
- Voice of the customer: Collect and analyze client feedback and pain points, and share insights and improvement ideas with senior management
- Client experience: Help design initiatives that raise satisfaction and loyalty, such as personalized engagement, educational resources, and process improvements, and anticipate client needs before they become problems
What We’re Looking For
- 1+ year of client servicing or account management experience, ideally in payments, banking, or e-commerce marketplaces
- Understanding of payment processing, online marketplaces, and the regulations around them
- Results-driven and customer-focused, committed to exceeding expectations
- Excellent written and spoken English, able to explain complex topics simply
- Mandarin Chinese (spoken and written) highly desirable
- Adaptable, eager to learn, and proactive about solving problems
- Bachelor’s degree in Business Administration, Finance, Marketing, or a related field
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