Job Title: Customer Service Specialist
Contract Duration: 6 Months Contract (Extension Possible)
Location: Sunnyvale, CA
Working Schedule: Fully Onsite – 40 Hours/Week
Pay Rate: $30-$35/hr on W2
Job Id: #138104
Position Overview
We are seeking a customer-focused and detail-oriented Customer Service Specialist to support merchant relationships, address customer inquiries, resolve service-related challenges, and improve the overall customer experience. This role involves regular communication with merchants and business clients through multiple channels, coordinating with internal teams to resolve customer concerns, and identifying opportunities to enhance service quality, operational processes, and customer satisfaction.
The ideal candidate has experience in customer service, client servicing, account management, or merchant support, preferably within the payment services, financial services, banking, or e-commerce industry. This individual should have strong communication and problem-solving skills and be comfortable managing multiple customer requests in a fast-paced business environment.
Key Responsibilities Customer Support and Inquiry Management: Respond to customer inquiries through phone, email, hotline, and live chat, providing accurate information, guidance, and timely resolutions. Assist merchants with questions related to payment services, transactions, account matters, and platform operations while ensuring a professional and positive customer experience.
Complaint Management and Issue Resolution: Identify, investigate, and track customer complaints, service requests, and operational concerns. Coordinate with relevant internal teams to determine appropriate solutions, escalate complex or urgent issues when necessary, and ensure timely follow-up until resolution.
Customer Relationship Management: Maintain consistent communication with merchants and business clients to understand their needs, address concerns, and provide appropriate guidance. Build and maintain positive customer relationships through proactive engagement, responsive support, and effective issue management.
Customer Feedback and Service Improvement: Collect and document customer feedback, concerns, and service-related challenges. Monitor recurring inquiries and complaints, identify potential gaps in existing support processes, and share actionable insights with relevant stakeholders to improve the overall customer experience.
Cross-functional Collaboration: Work closely with internal teams, including business operations, product, and technical support, to investigate customer issues, coordinate resolutions, and communicate customer feedback. Collaborate with stakeholders to improve customer support procedures, operational workflows, and service delivery.
Account and Service Coordination: 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 effective service delivery and customer satisfaction.
Required Qualifications 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 English communication skills, both written and verbal, with the ability to communicate clearly and professionally with customers.
Proficiency in spoken and written Mandarin Chinese is highly preferred to support communication with diverse merchant clients.
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, with the ability to handle customer complaints and…