B2B Customer Service Specialist (Long-term Contract)

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