Payoneer’s mission is to enable businesses of all sizes from anywhere in the world to access the rising, global economy by enabling them to transact globally as easily as they do locally. Life at Payoneer is a global community, where you’ll work with colleagues all over the world, serving small- and medium-sized business customers and partners in over 190 markets. 

Case Specialist

Based in Shanghai

What’s the job?

This senior role is responsible for resolving customer complaints effectively and empathetically for our Chinese customer. This role will work closely with stakeholders include but not limiti to PR and legal and global case specialist teams, ensuring that customer concerns are managed professionally, efficiently, and in alignment with Payoneer’s policies and standards. 

Key responsibilities:

• Case Handling: Serve as the primary point of contact for all Major China-related customer complaint to efficiently handle and resolve customer cases, ensuring high customer satisfaction.
• Communication: Provide timely and accurate updates to customers on the status of their cases, maintaining transparency and effective communication.
• Collaboration: Work closely with the local and global team to ensure consistency in case handling and adherence to company policies and procedures.
• Escalation Management: Proactively identify and escalate complex cases to the team manager, providing clear insights and progress updates. Continuously identify areas for improvement in the complaint handling process and implement changes to enhance customer experience.

We’re looking for:

• Motivated self-starter who can learn quickly in a fast-paced environment
• Service-oriented mindset and understand client service and operations
• Passionate and committed professional with excellent interpersonal skills
• Strong work ethic and accountability
• Great team player who cares and willing to help other colleagues
• Strong influencing skills internally & externally
• Solid organizational skills including attention to detail and multitasking skills
• Strong analysis and presentation skills
• Able to work in China

Qualifications: 

• Bachelor’s degree or above
• English CET-4 level above
• Native Chinese speak
• 10 years+ working experience, with 5 years+ working experience in customer experience-related domains
• 5 years+ working experience in MNC (multi-nation company) environment
• Fintech/Payment/eComs working experience is a strong plus

Check us out!Ever wondered whether that perfect combination really exists? You know, the job we always dream where we develop professionally and enjoy a fun workplace surrounded by passionate people, at a company that is really changing the world?

Payoneer empowers entrepreneurs and businesses anywhere in the world – from Cairo to California, Buenos Aires to Bangalore and Tel Aviv to Tokyo – to expand beyond their borders and grow successful, sustainable businesses. With millions of customers in over 200 countries worldwide, Payoneer connects anyone, regardless of their location or socio-economic background, with opportunities to trade globally.

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