CC G3 Business Specialist
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
CC G3 Business Specialist
Role summary - As a core pillar of our customer care team the G3 Specialist focuses on resolving complex customer issues empowering frontline agents and elevating customer satisfaction. This role acts as the key bridge connecting customers frontline teams and internal business departmentsdelivering professional service and efficient cross-functional collaboration to protect brand reputation and strengthen customer loyalty.
Location: Shanghai
On-site
Full-time
What youll do
1) Complex Case Resolution
- Own high-difficulty inquiries complaints and escalations transferred from Tier 1
- Verify facts via multiple channels quickly pinpoint root causes and provide solutions that meet or exceed customer expectations.
- Ensure one-touch closure where feasible and reduce repeat contacts/complaints.
2) Frontline Enablement
- Build and maintain complex-case scripts knowledge articles and scenario-based playbooks to uplift overall resolution capability.
3) Cross-Functional Coordination
- Proactively liaise with relevant team Technical Support on multi-department issues (e.g. product quality delivery exceptions technical faults).
- Track progress keep customers informed and synchronize updates with Tier 1 to maintain smooth efficient communication.
Who you are -
- Education & Experience: Associate degree or above; 12 years of customer service experience. Prior work in Tier 2 support customer issue specialist or after-sales dispute resolution is a plus. Familiar with customer service workflows and common troubleshooting logic.
- Communication: Excellent verbal and written communication skills; clear logic; can quickly understand customer needs and convey information precisely; adept at calming and guiding customer emotions.
- Problem-Solving: Agile thinker with strong analytical judgment and incident response capabilities; able to formulate solutions under pressure for complex scenarios.
- Collaboration: Strong cross-functional communication and coordination skills; able to make progress across teams. Team enablement mindset and willingness to share best practices.
- Service Mindset: Passion for customer service with high ownership and accountability; patient and detail-oriented; committed to achieving customer satisfaction.
#LI-DW1
#LI-Onsite
Required Experience:
IC
Key Skills
- Business Development
- Sales Experience
- B2B Sales
- Presentation Skills
- Time Management
- Marketing
- Cold Calling
- Microsoft Powerpoint
- Salesforce
- Organization Design
- Public Speaking
- Lead Generation
About Company
In today’s borderless digital world, Payoneer enables millions of businesses and professionals from more than 200 countries and territories to connect with each other and grow globally through our cross-border payments platform. With Payoneer’s fast, flexible, secure and low-cost solu ... View more
