Customer Service Business Process Specialist (Mandarin Speaker)

Job Responsibilities & Qualifications

• 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
• Bilingual English/Mandarin is required 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

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