CC G3 Business Specialist
Payoneer
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
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 departments—delivering professional service and efficient cross-functional collaboration to protect brand reputation and strengthen customer loyalty.
Location: Shenzhen
On-site
Full-time
What you’ll 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; 1–2 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.
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The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.