Customer Service Business Process Specialist

Location
Asia

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

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