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Customer Service Specialist at Intellipro, Sunnyvale, CA

Customer Service Specialist at Intellipro in Sunnyvale, CA. Contract. $30 to $35 an hour. Apply with swipeandhired.

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 coordinate effectively with cross-functional teams.
Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience supporting merchants or business clients within the payment services, fintech, banking, financial services, or e-commerce industry.
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.

About Us
Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.
IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.
Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.