Customer Service Business Process Specialist (Mandarin Speaker)

About the Role

We are seeking a dedicated individual to contribute to our Customer Service (CS) operations. This role is crucial for maintaining and improving the efficiency and effectiveness of our customer support functions.

Responsibilities

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery.
• Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements.
• Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions.
• Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction.
• Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives.
• Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time.
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs.
• Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices.
• Assist in organizing and preparing for regular BU and internal meetings.
• Stay updated on industry trends and customer support innovations to keep CS operations future-ready.

Requirements

• Fluent English and Mandarin communication skills.
• Proficient in office tools, including Word and Spreadsheets (Boffice/Gsuite).
• Experience in CS operations and SOP management.
• Familiarity with Haodesk systems and internal communication workflows.
• Strong communication, data analysis, problem-solving, and collaboration skills.
• Open to flexible working hours and eagerness to take on new challenges and adapt to change.