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Escalation Fastlane Specialist

icon building Company : Payoneer
icon briefcase Job Type : Full Time

Number of Applicants

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000+

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Job Description - Escalation Fastlane Specialist

Role summary 


The Escalation Fastlane Specialist will serve as the primary point of contact for VIP and high-tier clients, providing end-to-end solutions and ensuring seamless communication with internal teams.


This role requires a deep understanding of clients' business needs, proactive problem-solving, and the ability to foster strong, long-term relationships.


Manila | Hybrid | Full Time


What you’ll do 



  • Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.

  • Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.

  • Anticipate client needs and proactively offer support

  • Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.

  • Oversee onboarding, implementation, and ongoing support processes.

  • Ensure clients receive high-priority support and timely resolutions to issues.

  • Act as an advocate for VIP clients within the organization to influence product development and service improvements.

  • Identify and flag potential risks on VIP accounts for retention or satisfaction.

  • Seek opportunities to enhance account management processes.

  • Participate in training and development to improve skills and knowledge.

  • Identify opportunities for upselling, cross-selling, and renewals.


Who you are



  • Ability to challenge conventional approaches and explore new ideas to enhance service delivery and client engagement.

  • Overall, 5 years of experience in customer service with proven 2 years’ experience in client relationship management, preferably with VIP or high-profile clients.

  • Strong understanding of account management.

  • Excellent communication and interpersonal skills.

  • Ability to work collaboratively with internal teams and manage multiple priorities.

  • Proactive problem-solving skills and attention to detail.

  • Knowledge of industry trends and market developments.

  • Fluency in English is required. Proficiency in Vietnamese, Korean, Japanese is an advantage.


#LI-SL3


 

Original job Escalation Fastlane Specialist posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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About the Company

Payoneer

Payoneer is your trusted global payment solution, offering secure online and international payments. Discover the best online payment system today.

Read more about the company

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