Customer Service Specialist
About The Position
The Customer Service Specialist supports merchant relationships and business clients by responding to inquiries, resolving service-related challenges, and improving the customer experience. The role involves communicating with merchants through multiple channels, coordinating with internal teams to resolve concerns, and identifying opportunities to improve service quality and operational processes. The specialist manages customer requests and cases, maintains accurate records, follows up on issues through resolution, and shares customer feedback and service trends with stakeholders. The position is a six-month contract with a possible extension and is fully onsite in Sunnyvale, California, for 40 hours per week.
Requirements
- At least 1 year of relevant experience in customer service, client servicing, account management, merchant support, or a similar customer-facing function.
- Bachelor's degree or higher in Business Administration, Finance, Marketing, or a related field.
- Strong written and verbal English communication skills, with the ability to communicate clearly and professionally with customers.
- Basic understanding of payment processing, digital payment services, online marketplaces, or the financial services industry.
- Familiarity with customer relationship management (CRM) platforms, particularly Salesforce, and other business support systems.
- Strong interpersonal and problem-solving skills, including the ability to handle customer complaints and coordinate with cross-functional teams.
- Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- Proficiency in spoken and written Mandarin Chinese is highly preferred to support communication with diverse merchant clients.
- Experience supporting merchants or business clients in payment services, fintech, banking, financial services, or e-commerce.
- Familiarity with payment transactions, merchant operations, online payment platforms, and related regulatory or compliance environments.
- Experience using Salesforce or similar CRM tools to manage customer inquiries, service cases, and account information.
- Ability to analyze customer feedback and service trends, identify recurring issues, and recommend actionable process improvements.
- Experience collaborating with product, business operations, and technical support teams to improve customer experience and service delivery.
- Demonstrated ability to build strong customer relationships, improve customer satisfaction, and support long-term customer loyalty.
Responsibilities
- Respond to customer inquiries by phone, email, hotline, and live chat, providing accurate information, guidance, and timely resolutions.
- Assist merchants with questions about payment services, transactions, account matters, and platform operations.
- Identify, investigate, and track customer complaints, service requests, and operational concerns.
- Coordinate with internal teams to resolve issues, escalate complex or urgent matters when necessary, and follow up until resolution.
- Maintain communication with merchants and business clients to understand their needs, address concerns, and provide guidance.
- Collect and document customer feedback and service challenges; monitor recurring inquiries and complaints and share actionable insights to improve support processes.
- Collaborate with business operations, product, and technical support teams to investigate customer issues, coordinate resolutions, and improve support procedures and service delivery.
- Manage ongoing customer requests, monitor open cases and action items, maintain accurate customer records, and prioritize competing service requests.
- Assist in tracking customer service performance and preparing reports to support service delivery and customer satisfaction.
Benefits
- Comprehensive benefits package, subject to eligibility.
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What This Job Offers
Career Level
Entry Level
