Knowledge Specialist

岗位描述

CJ Knowledge Specialist, China What’s the job? We’re looking for a talented Knowledge specialist to create user-friendly knowledge and improve a wide variety of internal knowledge, with maximum capability to provide independent and high-quality tools to our associates. The person in this position will help us expand our knowledge and procedures for Customer Care by acting as a focal point for Operations and Business teams. In addition, this person will lead the knowledge dedicated for the CN market and the associates supporting it. 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 Qualifications: 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 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.