Customer Service Business Process Specialist

Job description

### 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 - Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders - Proficient in office tools, incl. 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