Case Specialist

Case Specialist

Based in Bangalore, India 

 What’s the job?

This role manages escalated customer complaints for Indian customers, ensuring timely, empathetic, and effective resolution. It collaborates closely with stakeholders such as the Nodal Officer, Principal Officer, Legal, and Global Case Specialist teams to address customer concerns in line with Payoneer India’s policies and standards.

Key responsibilities:

• Case Handling: Serve as the primary point of contact for all Major India-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:

• Highly motivated self-starter with the ability to learn quickly and thrive in a fast-paced environment


• Strong service-oriented mindset with a solid understanding of client service and operations


• Passionate, accountable professional with excellent interpersonal and influencing skills, both internally and externally


• Collaborative team player who actively supports colleagues while demonstrating a strong work ethic


• Highly organized with strong attention to detail, multitasking ability, and sound analytical and presentation skills


• Ability to work independently on complex and sensitive customer complaints, demonstrating strong problem-solving and stakeholder-management capabilities


• Familiarity with RBI complaint-handling standards and the ability to assess complaint materiality

Qualifications: 

• Bachelor’s degree or higher


• Minimum of 6 years of professional experience, including at least 2 years in customer experience–related roles


• At least 3 years of experience working in a multinational (MNC) environment


• Prior experience in fintech, payments, or e-commerce is a strong advantage