B2B Customer Service Specialist (Long-term Contract)

IntelliPro Group Inc.; Sunnyvale (CA); On-site; USD 34,000 - 48,000; Part time

Job summary

IntelliPro Group Inc. in Sunnyvale is seeking a client-focused specialist for its Merchant Services & Support team. You will be the main point of contact for merchant clients, resolving questions quickly and building lasting relationships.

You will handle inquiries by phone, email, and live chat, investigate complaints with internal teams, and share insights to drive service improvements. A strong English foundation and familiarity with payments are essential, with Mandarin as a valuable

Qualifications

• 1+ year of client servicing or account management experience in payments, banking, or e-commerce.
• Understanding of payment processing and online marketplaces regulations.
• Results-driven and customer-focused, with a track record of exceeding expectations.
• Excellent written and spoken English.
• Mandarin Chinese (spoken and written) highly desirable.
• Bachelor's degree in Business Administration, Finance, Marketing, or related field.

Responsibilities

• Respond to merchant questions via phone, email, and live chat with timely, accurate information.
• Investigate and resolve complaints with internal teams and update clients.
• Collect and share client feedback with senior management to drive improvements.
• Design initiatives to raise client satisfaction and loyalty through personalized engagement and resources.

Skills

Client servicing

Account management

Payments domain knowledge

English proficiency

Mandarin language

Problem solving

Adaptability

Education

Bachelor's degree in Business Administration, Finance, Marketing, or related field

Job description

Location: Sunnyvale

Employment Type: contract

About the Role

Our client, a global merchant payments and digital services provider, is looking for a customer-focused specialist for its Merchant Services & Support team. You'll be the main point of contact for merchant clients: resolving their questions quickly, solving complex issues with internal teams, and building lasting client relationships.

What You'll Do

• Client support: Answer merchant questions by phone, email, and live chat with accurate information and timely resolutions, staying professional and empathetic throughout
• Complaint resolution: Investigate and follow up on complaints, work with internal teams to find solutions, escape critical issues, and keep clients updated
• Voice of the customer: Collect and analyze client feedback and pain points, and share insights and improvement ideas with senior management
• Client experience: Help design initiatives that raise satisfaction and loyalty, such as personalized engagement, educational resources, and process improvements, and anticipate client needs before they become problems

What We're Looking For

• 1+ year of client servicing or account management experience, ideally in payments, banking, or e-commerce marketplaces
• Understanding of payment processing, online marketplaces, and the regulations around them
• Results-driven and customer-focused, committed to exceeding expectations
• Excellent written and spoken English, able to explain complex topics simply
• Mandarin Chinese (spoken and written) highly desirable
• Adaptable, eager to learn, and proactive about solving problems
• Bachelor's degree in Business Administration, Finance, Marketing, or a related field