Payoneer CJ Knowledge Specialist 

China, Shanghai 

792696443

Key responsibilities of this roles are:

• Manage the CC knowledge base, including customer facing texts, guide content and daily updates.
• Create innovative solutions for user-friendly guides.
• Identify and implement changes to improve CX.
• Act as the focal point for gathering new knowledge and developing procedures, as well as reflecting feedback from CC back to Operations and Business teams.
• Act as a resource for company roadmap projects and CC roadmap projects.
• Initiate and collaborate on projects to improve associate independence level and efficiency.
• Work in close cooperation with Operations, CC Tech, Analytics, Training, Escalations and Management teams.
• Implement procedural changes based on associate feedback and product updates.
• Continuously review and improve existing procedures to reduce friction for our customers.
• Leading the knowledge related to Chinese market.
• Updating the Chinese version of the knowledge items.

We’re looking for:

• Strong customer care and interpersonal skills
• Good learning agility
• Excellent oral and written communication
• Able to maintain professionalism and use tact when dealing with agents & customers
• Good English verbal and written skill
• Native mandarin speaker (or close to native)
• Strong working knowledge of Microsoft Office
• Able to work in China
• Able to work under pressure with time constraint
• Fintech knowledge will be a plus

For Payoneer internal candidates:

• 5+ years working experience, with minimum 1 year tenure in Payoneer CC or Ops roles
• G3 certification +
• Good performance and reference check from line manager

For external candidates:

• College degree or above
• 5+ years working experience