Customer Service Business Process Specialist (Mandarin Speaker)

<h2>Responsibilities</h2><ul> <li>Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery</li> <li>Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements</li> <li>Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions</li> <li>Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction</li> <li>Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives</li> <li>Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time</li> <li>Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs</li> <li>Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices</li> <li>Assist in organizing and preparing for regular BU and internal meetings</li> <li>Stay updated on industry trends and customer support innovations to keep CS operations future-ready</li> </ul><h2>Requirements</h2><ul> <li>Fluent English and Mandarin communication skills</li> <li>Proficient in office tools, incl. word and spreadsheets (Boffice/Gsuite)</li> <li>Experience in CS operations and SOP management</li> <li>Familiarity with Haodesk systems and internal communication workflows</li> <li>Strong communication, data analysis, problem-solving, and collaboration skills</li> <li>Open to flexible working hours and eagerness to take on new challenges and adapt to change</li> </ul>